IT Services Specialist

At OneSpan , we specialize in digital identity and anti-fraud solutions that create exceptional and secure experiences. We are looking for an IT Services Specialist to join our growing team in Delhi NCR. The Level 2 IT Services Engineer (Infrastructure & Security) is responsible for providing advanced technical support and shared operational ownership across enterprise infrastructure, cloud platforms, productivity services, SaaS applications, and cybersecurity controls. This role acts as an escalation point for Level 1 support and works closely with infrastructure, security, R&D, and application teams to maintain reliable, secure, and scalable systems. In addition to Level 2 responsibilities, this role provides Level 1 client support coverage for Windows and macOS users globally, with primary coverage focused on Asia-Pacific and Europe, while triaging and managing helpdesk requests in coordination with the Belgian and North American support teams. The position has a strong focus on Microsoft 365 / Entra ID, AWS cloud services, Jira Cloud administration, networking, AI-based productivity tools (such as Microsoft Copilot and Anthropic Claude), and developer-adjacent environments including GitLab and CI/CD pipelines, with responsibility for supporting secure configuration, identity management, and cross-functional cybersecurity operations across these platforms. Key Responsibilities Provide Level 1 and Level 2 support for Windows and macOS users globally, with primary coverage across Asia-Pacific and Europe, including issue triage and initial resolution during off-hours in coordination with the Belgian support team. Monitor, triage, and manage helpdesk tickets, escalating or handing over issues as appropriate when regional teams come online. Provide Level 2 support for enterprise infrastructure including LAN/WAN, VPNs, firewalls, switches, wireless networks, DNS, DHCP, and routing fundamentals. Administer and support Microsoft 365 services including Exchange Online, Teams, SharePoint Online, OneDrive, and Microsoft Copilot. Support and manage adoption of AI-based tools such as Microsoft Copilot and Anthropic Claude, including user access, troubleshooting, governance considerations, and acceptable-use alignment. Manage Entra ID (Azure AD), including user lifecycle management, Conditional Access, MFA, and SSO. Administer and support Jira Cloud, including user management, permissions, project configurations, workflows, and integrations. Provide operational support for AWS services such as EC2, IAM, VPCs, and security groups. Support GitLab environments and assist with CI/CD pipelines from an infrastructure and services perspective. Collaborate with application owners, security teams, and engineering teams to support SaaS platforms, AI tooling, and business-critical integrations. Partner cross-functionally with IT, Security, R&D, and business systems teams to improve identity controls, reduce operational exposure, support incident response, and implement secure-by-design operational practices. Co-manage operational security controls with cybersecurity stakeholders, including identity and access controls, endpoint and platform protections, policy-aligned configurations, and remediation follow-through across infrastructure, cloud, and SaaS environments. Act as an escalation point for complex incidents and perform root-cause analysis. Maintain technical documentation, runbooks, standards, and standard operating procedures. Required Skills & Experience 5–10+ years of experience in IT support, infrastructure, or systems engineering roles Demonstrated experience providing end-user (Level 1) and technical (Level 2) support for Windows and macOS environments Strong networking and troubleshooting skills Hands-on experience with Microsoft 365 and Entra ID Experience administering Jira Cloud or other enterprise SaaS platforms Working knowledge of AWS cloud services Experience supporting or administering AI-based productivity tools such as Microsoft Copilot, Anthropic Claude, or similar platforms Familiarity with GitLab, Git-based workflows, and CI/CD pipelines Strong cross-functional cybersecurity capability, including experience co-managing security controls, improving identity and access protections, supporting incident response, reducing operational exposure, and implementing secure-by-design practices across infrastructure, cloud, and SaaS environments Strong ticket triage, prioritization, and customer communication skills across global regions #LI-Onsite #LI-LS1