IT Support Engineer

IT Support Engineer

About This Role:

The IT Services & Support (ITSD) team keeps Comscore's global workforce productive by owning identity, endpoint, and service-desk operations across our Reston, Portland, New York, Amsterdam, Warsaw, Santiago, and Pune offices. The team runs Comscore's Okta tenant, JIRA Service Management portal, Microsoft 365 and Entra ID directory, and endpoint management platforms (Jamf Pro, Quest KACE, Automox, Intune), and is the first-line owner for every access, hardware, software, and productivity request across the company.

Comscore is hiring IT Support Engineers to join the growing Pune arm of this team. This is a hands-on, ticket-driven role that owns a defined slice of the JIRA Service Management (IESD) queue end-to-end during APAC and EMEA business hours. This role works directly with the Pune Team Lead and existing Pune specialists on daily service-desk operations, access provisioning, and endpoint recovery for employees in the US, EMEA, LATAM, and APAC.

We are open to candidates with varying years of experience. If you have strong fundamentals in identity, access, and end-user support, and the attitude to treat each ticket as a problem to understand rather than a form to fill, we will train you on our stack.

What You'll Do:

• Pick up tickets from the IT Service Desk queue in JIRA Service Management, resolve them end-to-end using documented runbooks, and apply the appropriateness-check discipline that governs access grants at Comscore.
• Add and remove users from Okta groups, Active Directory security groups, and Microsoft 365 security groups to grant application access across roughly 270 Okta-managed applications, including Claude Code / Apps Gateway, Microsoft Copilot, Adobe Creative Cloud, and the long tail of business tooling.
• Manage distribution lists, mail aliases, shared mailboxes, and robotic mailboxes in Microsoft 365 admin center and Active Directory.
• Process contractor account creations, 90-day extensions, and offboarding in Active Directory and Okta.
• Perform BitLocker recovery-key retrieval, Quest KACE and Automox agent re-enrollment, and CrowdStrike Falcon user-facing endpoint recovery.
• Reset MFA factors, unlock accounts, and support user password resets across Okta and Active Directory, including scripted bulk operations on Panel Activation accounts.
• Support the Pune office with hardware setup, Windows and macOS laptop imaging, dual-monitor configuration, and new-hire onboarding, shared with the existing Pune team members.
• Document the workflows you own as reusable runbooks in Confluence and keep them current as the stack evolves.
• Escalate judgment calls (tight-license applications, admin-level access requests, policy exceptions) to the Pune Team Lead or the US senior engineers.
• Participate in the follow-the-sun support model with a defined overlap window each week for US and EMEA collaboration, closing tickets before the US team's working day begins.
• Communicate incident status, change notifications, and ticket updates in clear written English to stakeholders at all levels of the organization.
• Contribute to continuous improvement of the IT service catalog and the quality of request-type templates in the JIRA Service Management portal.

What You'll Need:

• Bachelor's Degree in Computer Science, Information Systems, or a related technical field. Fresh graduates with strong fundamentals and a visible interest in IT support operations are welcome to apply.
• Zero to five years of experience in IT Service Desk, IT Support, Desktop Support, or a related operations role.
• Hands-on exposure to at least one of: Okta, Microsoft 365 admin center, Active Directory, Microsoft Entra ID. Working familiarity with JIRA Service Management is a plus.
• Comfortable with ticket-driven work, SLA discipline, and queue-based prioritization.
• Clear written and spoken English, sufficient for daily interaction with US and EMEA engineers, managers, and end users.
• Attention to detail and the ability to follow, refine, and author operational procedures.
• Analytical mindset — you treat a ticket as a problem to understand, not a form to fill.
• Ownership attitude and willingness to pick up unfamiliar workflows with a runbook and a bit of coaching.
• Based in Pune or willing to relocate. The role is hybrid, with Pune-office presence expected two to three days a week.
• Ability to work a schedule that provides at least two hours of overlap with US Eastern time each week for cross-region collaboration and handoff.

Preferred:

• Exposure to Jamf Pro, Quest KACE, Automox, or Microsoft Intune on the endpoint-management side.
• Working knowledge of CrowdStrike Falcon or any enterprise EDR console.
• Scripting familiarity in PowerShell, Bash, or Python for automating repetitive administrative tasks.
• Any identity or Microsoft 365 certification (Okta Certified Professional, Microsoft Identity and Access Administrator SC-300, Microsoft 365 Fundamentals MS-900).
• ITIL Foundation certification.
• Prior experience in a follow-the-sun IT support operating model with US, EMEA, and APAC handoffs.
• Familiarity with Slack, Zoom, and Adobe Creative Cloud administration.
• Experience with Confluence page authoring and knowledge-base contribution.
• Prior experience supporting ISO 27001, SOC 2, or MRC audit evidence collection cycles.

Working Hours

This role also supports Comscore offices in the United States and Europe during their local business hours, Monday through Friday. There is no weekend coverage; you will be assigned to one of the three fixed shift windows.

About Comscore:

At Comscore, we’re pioneering the future of cross-platform media measurement, arming organizations with the insights they need to make decisions with confidence. Central to this aim are our people who work together to simplify the complex on behalf of our clients & partners. Though our roles and skills are varied, we’re united by our commitment to five underlying values: Integrity, Velocity, Accountability, Teamwork, and Servant Leadership. If you’re motivated by big challenges and interested in helping some of the largest and most important media properties and brands navigate the future of media, we’d love to hear from you.   

Comscore (NASDAQ: SCOR) is a trusted partner for planning, transacting and evaluating media across platforms. With a data footprint that combines digital, linear TV, over-the-top and theatrical viewership intelligence with advanced audience insights, Comscore allows media buyers and sellers to quantify their multiscreen behavior and make business decisions with confidence. A proven leader in measuring digital and set-top box audiences and advertising at scale, Comscore is the industry’s emerging, third-party source for reliable and comprehensive cross-platform measurement. To learn more about Comscore, please visit Comscore.com.

Comscore is committed to creating an inclusive culture, encouraging diversity.

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