IT Support Engineer 3

About Vista Equity Partners

Vista Equity Partners is a leading global investment firm focused exclusively on enterprise software, data, and technology-enabled businesses. With over $100B in assets under management and a portfolio of 90+ software product companies worldwide, Vista accelerates growth through operational excellence, shared expertise, and long-term partnership. In India, Vista’s presence continues to expand with 45+ portfolio companies employing more than 17,000 professionals across technology, product, customer success, and operations — reinforcing India’s strategic role as a hub of innovation and talent within the Vista ecosystem.

Through its Agentic AI Factory, Vista is embedding Generative AI across its global portfolio — enabling companies to integrate intelligent, responsible AI into products, operations, and decision-making. This initiative is strengthened through portfolio-wide learning programs, leadership workshops, and AI hackathons that foster innovation, build fluency, and accelerate practical AI adoption across teams.

About Amtech

Amtech is a leading provider of enterprise software solutions for the packaging, printing, and manufacturing industries. Our integrated systems streamline order management, production planning, scheduling, inventory, and business analytics — empowering customers to drive efficiency, reduce costs, and improve operational performance. With a strong commitment to innovation and customer success, Amtech delivers reliable technology backed by deep industry expertise.

With Vista’s investment and strategic guidance, we combine the agility of a growing technology organization with the scale, stability, and career mobility of a global software ecosystem.

Our Employee Value Proposition

At Amtech, our people are our greatest differentiator. We create an environment where you can:

Purpose

Shape the future of manufacturing and supply chain operations by delivering mission-critical enterprise software used by industry-leading organizations.

Growth

Access continuous learning, leadership development, and cross-portfolio opportunities through Vista’s global network — accelerating both technical and managerial career paths.

Culture

Work in a collaborative, transparent, and people-first environment where values, accountability, and integrity guide every decision.

Innovation

Engage with cutting-edge technologies, including AI-driven automation, and contribute to modernizing financial systems and operational processes across the business.

Role Description

Amtech is strengthening its India-based IT Delivery Services capability to ensure reliable, secure, and responsive technology services. The Senior IT Engineer is a senior, hands-on technical contributor responsible for in-person Bengaluru office coverage and India time-zone execution across End User computing, infrastructure, endpoint, identity and core enterprise services.

This role blends deep technical operations expertise with modernization, automation, and continuous improvement. Working closely with global IT Delivery Services peers, Cloud, and Security teams, this engineer will help ensure Amtech’s hybrid environment is resilient, scalable, and aligned with security and compliance standards (SOC 2 and ISO 27001).

KEY RESPONSIBILITIES

India Site & Regional Service Coverage (Primary)

• Provide in-person IT support for the Bengaluru office, including urgent break/fix, hardware swaps, imaging, conference room/AV troubleshooting and office network/Wi-Fi support.

• Own local time-zone execution for incidents, requests, and changes impacting the org; coordinate escalations and handoffs with global teams to maintain service continuity.

• Partner with HR/Facilities and business stakeholders to support onboarding/offboarding logistics, office moves/changes, and local technology planning.

• Coordinate and manage local IT vendors (circuits, cabling, hardware repair, disposal) and track SLA performance.

Infrastructure Operations & Engineering

• Operate and improve Amtech’s hybrid environment spanning Microsoft 365, and on-prem/VDC services at Contour (as applicable).

• Administer and troubleshoot core enterprise services including identity, access, endpoint connectivity, network services, and collaboration platforms.

• Manage networking and remote access capabilities (LAN/WAN/Wi-Fi/VPN, firewalls) to ensure reliability, performance, and secure connectivity.

• Maintain and enhance monitoring/alerting coverage for key infrastructure and site services to ensure uptime, performance, and rapid issue detection.

• Execute planned upgrades, migrations, and lifecycle activities for infrastructure components, coordinating change windows and validation.

 Endpoint Engineering & Device Lifecycle

• Drive endpoint deployment and configuration for India-based employees using Microsoft Intune/Endpoint Manager (and related capabilities such as Autopilot, compliance policies, and configuration baselines).

• Support macOS management via JAMF (or equivalent) if applicable, ensuring consistent configuration and security posture.

• Ensure effective patching, encryption, and endpoint health practices in coordination with Security (EDR, vulnerability remediation workflows, compliance signals).

• Manage the end-to-end asset lifecycle: procurement coordination, receiving, inventory accuracy, secure handling/chain-of-custody, and certified secure disposal.

ITSM, Reliability & Continuous Improvement

• Operate within ITSM processes for incident, request, change, and problem management; help improve consistency, measurement, and outcomes.

• Drive post-incident reviews and corrective/preventive actions (CAPAs) to reduce recurrence and improve reliability.

• Develop and maintain runbooks, SOPs, and knowledge articles to improve operational maturity and reduce mean time to resolution (MTTR).

Automation & Modernization

• Develop and maintain automation to streamline endpoint provisioning, reporting, and operational workflows.

• Support modernization initiatives such as Zero Trust-aligned controls, identity-based access improvements, and standardization of tooling and configurations.

Security & Compliance Support (Operational)

• Implement and support operational controls aligned with SOC 2 and ISO 27001, including asset management, access management coordination, change discipline, and evidence support.

• Partner with Security on endpoint compliance reporting, vulnerability remediation tracking, and control testing support for audits.

Collaboration & Knowledge Sharing

• Work closely with IT Delivery Services leadership and engineering peers across time zones to standardize services and ensure clear handoffs.

• Contribute to knowledge sharing and peer coaching through documentation, automation patterns, and operational improvements (non-people-management role).

Success in the First 90 Days (Expected Outcomes)

• Contribute to dependable India in-person support coverage with clear intake, escalation, and SLA expectations.

• Improve India endpoint operational rigor: measurable compliance reporting (patching, encryption, device health), reduced onboarding friction, and better inventory accuracy.

• Reduce repeat incidents by addressing the top recurring failure patterns through runbooks, automation, and preventative maintenance.

• Validate India site monitoring/alerting and close critical observability gaps for network and core services.

SKILLS & QUALIFICATIONS

• 5+ years of experience in infrastructure engineering, systems administration, endpoint engineering, or enterprise IT operations.

• Strong hands-on experience with Windows, Microsoft 365, and Microsoft Entra ID (Azure AD) in a production enterprise environment.

• Demonstrated experience managing endpoints at scale using Microsoft Intune/Endpoint Manager (Autopilot, compliance, configuration, patching workflows).

• Solid networking fundamentals and troubleshooting depth (LAN/WAN/Wi-Fi, VPN, firewalls, DNS/DHCP concepts).

• Proven ability to diagnose and resolve complex issues across endpoint, identity, network, and service layers.

• Experience working within structured operational processes (incident/change/problem management) and producing high-quality documentation/runbooks.

• Strong communication and stakeholder management skills, including comfort working across distributed global teams.

Preferred Qualifications

• Experience with macOS device management (JAMF) in mixed-device fleets.

• Experience supporting environments with AWS services and hybrid connectivity patterns.

• Experience with on-prem/VDC environments and hybrid integration.

• Familiarity with Zero Trust principles, Conditional Access patterns, device compliance signals, and modern security controls.

• Experience with monitoring/observability tools (e.g., Datadog, Grafana, Splunk, New Relic, or equivalents).

• Relevant certifications (preferred, not required):

• Microsoft (e.g., Azure Administrator / Endpoint Administrator)

• CompTIA A+ / Network+

What This Role Offers

• A high-impact IT role supporting a globally integrated IT Delivery Services organization with meaningful modernization opportunities.

• Hands-on ownership of India site coverage and regional execution, with strong partnership across global IT, Cloud, and Security teams.

• Exposure to security and compliance-driven operations (SOC 2 / ISO 27001) in a maturing, standards-based IT environment.

• Opportunity to drive automation, standardization, and measurable improvements in reliability and employee experience.

Why Join Amtech

At Amtech, you will drive meaningful financial impact in a growing enterprise software organization while benefiting from Vista’s world-class ecosystem. You’ll collaborate with talented peers, leverage cross-portfolio learning programs, and help shape the future of Amtech’s financial operations and systems. Build your career with Amtech — backed by the strength, scale, and innovation culture of Vista.