Information Technology Specialist

About Accrete

Accrete AI is a dynamic and innovative company focused on transforming the future of artificial intelligence. We specialize in creating advanced AI solutions that turn complex data into actionable insights, driving real-world impact for businesses and government organizations. Our team thrives on creativity and collaboration, working together to push the boundaries of AI technology. At the core of our offerings are our AI agents, designed to autonomously analyze data, generate insights, and make intelligent recommendations. These agents help businesses streamline operations, improve decision-making, and also empower government entities to enhance security, intelligence, and operational efficiency.

Position Overview:

We are looking for a technically adept and service-oriented Security and IT Specialist to support our India-based employees with first-line IT support while maintaining high standards of security and operational efficiency. The ideal candidate will have native-level English fluency, strong communication skills, and a proactive approach to resolving technical issues. You will be a key liaison between the India-based workforce and the global IT and security teams, ensuring smooth operations and compliance with IT policies and service-level expectations.

Key Responsibilities

1. End-User Support (India-based employees)

• Act as the primary point of contact for technical support queries during India business hours.
• Provide first-line troubleshooting for issues including login problems, password resets, application access, and device-related challenges.
• Answer and manage support calls with professionalism, clear communication, and attention to detail.

2. Access & Identity Management

• Manage user account provisioning and deprovisioning in systems such as Okta and other enterprise applications.
• Process access requests and approvals through internal ticketing systems (Exclusively -Jira) in alignment with SLAs.
• Ensure accurate role-based access control and audit readiness across systems.

3. Systems & Application Troubleshooting

Troubleshoot technical issues related to:

• Endpoint devices (Windows/macOS)
• VPN connectivity and network access
• Collaboration and communication tools ( Slack, Google Meet)
• Ensure quick turnaround and quality service for both routine and urgent support requests.

4. Coordination & Escalations

• Collaborate with US-based IT and Security teams for escalations, follow-ups, and coordination on global infrastructure and security issues.
• Act as the bridge between regional users and global IT leadership for continuity and alignment.

5. Documentation & Process Improvement

• Maintain detailed records of support requests, issue resolutions, and recurring problems.
• Contribute to internal knowledge bases and suggest process improvements to enhance IT support and efficiency.
• Assist in developing and updating IT SOPs and troubleshooting guides.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 2+ years of hands-on experience in IT support or helpdesk roles, preferably in a global or fast-paced environment.
• Fluent/native-level English communication skills, both verbal and written, are essential.
• Strong understanding of identity and access management (IAM) tools like Okta.
• Familiarity with enterprise collaboration and productivity tools (Slack).
• Working knowledge of network and endpoint troubleshooting (Windows/macOS).
• Experience with ticketing systems (e.g., Jira) and adherence to SLAs.
• Strong documentation and organizational skills.

Preferred Skills & Attributes

• A proactive, customer-focused mindset with a high level of reliability and attention to detail.
• Experience supporting distributed, remote-first teams across multiple time zones.
• Ability to thrive in a multicultural and collaborative environment.

Why Join Us:

Innovative Environment: Be part of a team that's at the forefront of technological innovation, utilizing GenAI and ML to create groundbreaking solutions. Collaborative Culture: Work in a collaborative environment where your ideas are valued, and you have the opportunity to make a real impact. We provide a flexible work environment. Professional Growth: We're committed to your professional growth and development, offering opportunities for learning and advancement. Competitive Compensation: Enjoy a competitive compensation and benefits package, including medical insurance.

We offer a competitive salary, benefits package, and opportunities for growth and advancement within the company. If you are an innovative and results-driven leader, we encourage you to apply for this exciting opportunity.

Accrete is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.