Why This Job is Featured on The SaaS Jobs
This Associate IT Helpdesk Engineer role is featured because internal IT in SaaS is a frontline function for keeping a subscription business operating smoothly across distributed teams. Supporting a global employee base at a software company typically means dealing with a high volume of identity, endpoint, and collaboration tooling issues that directly affect productivity and security posture. The listing’s focus on Mac and Windows environments, ticket-driven support, and modern conferencing setups reflects the standard SaaS stack and how it is run day to day.
For a long-term SaaS career, this position builds practical foundations in IT service management and device lifecycle operations, from onboarding to asset inventory. Exposure to MDM platforms like Jamf and Intune, plus identity tooling such as Okta, translates well to roles in IT Operations, Endpoint Management, or broader SaaS workplace infrastructure. Working within a globally distributed helpdesk also develops the operating rhythm of SaaS teams: documentation, handoffs, and consistent service levels.
It best suits early-career professionals who enjoy structured problem solving, clear communication, and closing the loop on support requests. The work favors people who like learning tooling through real incidents and who can balance empathy with process discipline in a ticketing environment.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About the Role:
We are seeking an enthusiastic and customer-focused Associate Helpdesk Engineer to join our global IT Helpdesk team. This is an excellent opportunity for recent graduates or early-career professionals to launch their IT career in a dynamic, international environment. You'll be part of a global team supporting Wrike employees worldwide, gaining hands-on experience with enterprise IT systems and processes.
Your Impact:
- Serve as the first point of contact for IT support requests via our ticketing system, providing friendly and effective technical assistance to employees
- Troubleshoot and resolve hardware, software, and basic network issues for MacOS and Windows devices
- Support employee onboarding and offboarding processes, including hardware provisioning, account setup, and equipment returns
- Assist with device enrollment and basic management using MDM platforms (Jamf for Mac, Microsoft Intune for Windows)
- Maintain accurate IT asset inventory
- Provide basic AV support for Zoom rooms and video conferencing, ensuring smooth operation for meetings and events
- Collaborate with global team members to resolve technical challenges
Your Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field (recent graduates welcome!)
- Understanding of basic concepts (TCP/IP, DNS, DHCP)
- Basic understanding of Windows and MacOS operating systems
- Strong problem-solving abilities and analytical thinking
- Excellent communication skills in English (written and verbal)
- Customer service mindset with patience and empathy
- Ability to work effectively in a team environment
- Eagerness to learn new technologies and IT best practices
- Strong organizational skills and attention to detail and the ability to prioritize tasks effectively.
Standout Qualities:
- Bachelor's degree in Computer Science, Information Technology, or related field (recent graduates welcome!)
- Understanding of basic concepts (TCP/IP, DNS, DHCP)
- Basic understanding of Windows and MacOS operating systems
- Strong problem-solving abilities and analytical thinking
- Excellent communication skills in English (written and verbal)
- Customer service mindset with patience and empathy
- Ability to work effectively in a team environment
- Eagerness to learn new technologies and IT best practices
- Strong organizational skills and attention to detail and the ability to prioritize tasks effectively.
Nice to have:
- Basic knowledge of Office 365 or Google Workspace
- Familiarity with ticketing systems
- Previous internship or part-time experience in IT support
Team Dynamics:
We are a global IT Helpdesk team of six, distributed across multiple locations, responsible for delivering reliable, high-quality IT support for over 1000 Wrike employees. As an in-office team member based in Bengaluru, you’ll become a critical part of our worldwide IT operations—supporting a broad set of devices and services, collaborating on automation projects with IT Operations, and working closely with local HR and Workplace Ops to ensure a seamless office and remote user experience.
Our Work Style:
- MacOS and Windows device management
- Jamf and Microsoft Endpoint Manager (Intune)
- Okta for identity and access management
- Office 365 and Google Workspace
- Zoom and modern AV equipment
- IT service management tools
Why This Role Is Perfect For New Graduates:
- Core training program to get you up to speed
- Mentorship from experienced IT professionals
- Exposure to enterprise-level IT infrastructure and best practices
- Career progression path within our IT organization
- Opportunity to work with cutting-edge technologies
- Global team collaboration experience
- Focus on continuous learning and professional development
What’s Next?
- Recruiter Screening
- HM Review
- Technical Interview (90 mins)
- Cultural Interview (75 mins)
- Final Interview (60 mins) face-to-face
Why Join Wrike?
- 10 days of National and Festival Holidays per year (eight fixed, two flexible)
- 18 days of paid vacation per year
- 14 days of sick leave with a medical certificate per year
- 5 uncertified sick days per year
- Group Medical Plan: Coverage for employees, spouse, children, and parents/in-laws for Rs 5,00,000. Free health checkup for employees
- Personal Accident Insurance: Rs 50,00,000
- Term Life Insurance: Rs 50,00,000
- Up to 26 weeks of paid maternity leave for the first two children
- 4 weeks of paid parental leave
- 2 days off for volunteering with nonprofit charities
- Broadband/Internet Reimbursement: INR 1500 per month
- Full-stocked pantry and complimentary lunch
Your recruitment buddy will be Nandini Singh, Sourcing Recruiter.
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