Information Technology Support Assistant

Designation and Department: Executive, IT

About Pocket FM

Pocket FM is a leading audio entertainment platform focused on immersive, long-form audio storytelling. The platform offers episodic audio series across genres such as romance, drama, thriller, and fantasy. Pocket FM follows a mobile-first approach, enabling users to listen anytime and anywhere. Founded in India, the company has expanded rapidly across global markets, including the US.It supports multiple regional and international languages to reach a diverse audience. Pocket FM empowers creators through a strong content and monetization ecosystem

Job Overview:

This role supports day-to-day SaaS operations, user onboarding and offboarding, and first-level

SaaS issue resolution. The role is responsible for ensuring timely access provisioning,

maintaining SaaS access hygiene, supporting and assisting in smooth IT operations for end

users. The role will ensure seamless user lifecycle management and operational continuity.

Key Responsibilities:

• Assist in access provisioning and management and provide operational support for

identity and access management activities across JumpCloud, Google Workspace,

Slack, and integrated SaaS platforms.

• Handle first-level SaaS-related user tickets, troubleshooting access and usage issues

and escalating complex cases to senior IT members related to Google Workspace,

Slack, Microsoft applications etc.

• Support IT service desk operations by following SOPs and SLAs and ensuring timely

communication with end users.

• Ensure adherence to IT policies, access controls, and security guidelines while

performing assigned tasks.

• Maintain documentation and MIS.

Qualifications:

• Bachelor's degree in Information Technology or a related field.
• 2-3 years experience in IT or SaaS support
• Familiarity with tools like Google Workspace, Slack, Microsoft Apps.
• Good documentation and coordination skills
• Good communication skills.