{"id":3299648,"url":"https://alion.io/job/arcadia-senior-it-support-engineer","title":"Senior IT Support Engineer","company":{"id":3655,"name":"Arcadia","domain":"arcadia.com","url":"https://alion.io/company/arcadia","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":90,"open_postings":15,"ghost_share":0,"stale_share":0.2,"repost_share":0,"time_to_fill_p50_days":70,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chennai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12000,"max_usd":28000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":8},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Jira","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-26T22:36:16Z","employer_posted_date":null,"last_verified_at":"2026-10-26T22:36:16Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"Senior IT Support Technician\n\nWho We Are\n\nArcadia is the AI-powered energy intelligence platform for businesses. We replace fragmented tools and manual workflows with one platform to pay utility bills, buy energy, and advance sustainability — across every location, at enterprise scale.\n\nTrusted by Fortune 2000 companies, Arcadia combines unified data, AI-powered analytics, and expert advisory to help enterprise teams save money, mitigate risk, and cut carbon.\n\nWe Deliver This Through Three Comprehensive Solutions\n\nUtility Bill Management: Automating the entire utility bill lifecycle — from data capture and validation to payment processing and auditing.\n\nEnergy Procurement Advisory: Bringing together comprehensive data, AI-powered analytics, market expertise, and a strong partner network to make sophisticated procurement options accessible to all.\n\nSustainability Reporting: Verified emissions data with seamless integration into leading sustainability platforms.\n\nTackling the world's most complex energy challenges requires diverse thinking. We're building teams of people from different backgrounds, industries, and disciplines — united by a belief that energy management should be simple, intelligent, and a genuine driver of business value.\n\nJob Summary\n\nJoin our dynamic IT team and play a pivotal role in delivering exceptional IT support to Arcadia's global workforce. As a Senior IT Support Technician, you will provide comprehensive technical support while acting as a champion for efficiency. We are looking for someone who doesn't just fix problems but looks for ways to automate manual tasks and leverage AI and Jira to improve our overall service delivery. This is a fast-paced, onsite, night-shift role based in our Chennai office in India, supporting our global users as part of our 24x5 team coverage. This is a fixed night-shift role: 5 nights per week, no weekends, no on-call rotation.\n\nResponsibilities\n\nSenior Technical Support: Provide expert troubleshooting for MAC and Windows operating systems, resolving hardware and software issues escalated by the support team to ensure optimal device performance.\nJira Customization: Manage internal Jira requests by creating and customizing project boards, workflows, and schemes to help cross-functional teams work more effectively.\nProcess Automation: Identify and eliminate repetitive manual tasks by building workflows in AI tools, specifically focusing on integrating ticket actions with our Jira Boards.\nAI Implementation & Process Optimization: Leverage AI to improve internal processes, identify recurring problems, and find faster fixes.\nIncident Management: Utilize Jira Service Desk for efficient ticket handling, ensuring timely resolution of user requests and maintaining high customer satisfaction.\nLocal & Global Support: During your shift, provide in-person leadership for the Chennai office while overseeing global tickets routed to the night-shift queue.\nMentorship: Provide guidance, coaching, and technical support to junior technicians, helping them navigate complex tickets and improve their Jira knowledge.\nInfrastructure Collaboration: Work with other IT teams to maintain global IT infrastructure, systems, and applications while maintaining clear process documentation.\nMetric Analysis: Monitor support metrics to identify areas for improvement and implement automated solutions to reduce manual workload.\n\nRequirements\n\nExperience: Minimum of 5 years in IT support with a proven track record of providing high-level technical assistance.\nOS Expertise: Strong proficiency in supporting both MAC and Windows environments.\nJira Proficiency: Solid experience customizing Jira Service Desk, including the ability to build and adjust boards and workflows based on specific ticket requests.\nAutomation & AI Aptitude: Ability to use AI tools and automation to find efficiencies, solve problems, and eliminate manual bottlenecks.\nShift & Location Requirement: Must be willing and able to work onsite from the Chennai office on a fixed night shift (IST), 5 nights per week—no weekends\nProblem Solving: Strong analytical skills with a focus on root cause resolution and a desire to automate away repetitive tasks.\nCommunication: Excellent interpersonal skills for collaborating with cross-functional teams and supporting junior staff.\n\nBenefits\n\nCompetitive Compensation: Based on market standards.\nOnsite Role: Based full-time at the Chennai office during night shift hours.\nCommute Support: Company-provided cab facility for night-shift travel.\nHealth & Wellness: Medical Insurance (1+5 Family Members) and Flexible Benefit Plan.\nCulture: A supportive engineering culture that values diversity, empathy, and technical efficiency.\nImpact: A chance to work for a $1.5B valuation company dedicated to a clean energy future.","description_format":"text","description_chars":4814,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Health insurance"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Solar Energy","Energy Management"],"lifecycle":[{"event":"open","at":"2026-10-26T23:09:45Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring 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