Senior IT Helpdesk Technician

Accountabilities

• Lead the diagnosis, troubleshooting, and resolution of complex end-user technology issues across hardware, software, operating systems, and network connectivity.

• Provide advanced technical support through telephone, email, chat, remote support tools, and in-person assistance when required.

• Oversee the setup, configuration, deployment, and maintenance of employee devices, ensuring compliance with established IT standards.

• Manage laptop and desktop imaging and re-imaging processes to support secure, efficient device deployment and redeployment.

• Install, configure, and troubleshoot Windows and macOS operating systems, Microsoft 365, Microsoft Teams, Slack, Zoom, RingCentral, and other enterprise applications.

• Monitor helpdesk tickets and work orders, maintain accurate documentation, track incident status, and ensure service-level agreements (SLAs) are met.

• Administer user accounts and access permissions, including account creation, modification, and secure decommissioning.

• Maintain and improve IT knowledge bases, technical documentation, standard operating procedures, and user training materials.

• Develop and implement scripting and automation solutions using tools such as PowerShell, Bash, or Python to reduce repetitive tasks and improve service efficiency.

• Enforce endpoint security standards, coordinate patch management, and support compliance with relevant regulatory frameworks, including SOX and PCI.

• Mentor junior technicians, share technical expertise, and promote consistent troubleshooting and customer service practices.

• Collaborate with cross-functional teams to resolve complex incidents, support strategic IT initiatives, and lead projects involving system upgrades, migrations, and technology deployments.

• Stay informed about emerging technologies and recommend improvements to IT systems, tools, and support processes.

• Perform additional IT operations duties and projects as business needs require.

Requirements

• A bachelor's degree in an IT-related field or at least six years of progressive experience in corporate IT support.

• Six or more years of relevant corporate IT support experience, preferably in a fast-growing SaaS or similarly dynamic environment.

• Expert-level knowledge of Microsoft Windows and macOS, including advanced troubleshooting and operating system configuration.

• Strong understanding of networking fundamentals, including IP addressing, DHCP, DNS, routing, and complex connectivity troubleshooting.

• Hands-on experience with enterprise IT tools and platforms for service management, endpoint management, and identity and access administration.

• Proficiency in scripting and automation using PowerShell, Bash, Python, or similar technologies.

• In-depth knowledge of endpoint security, patch management, and compliance requirements, particularly SOX, PCI, and related frameworks.

• Excellent written and verbal English communication skills, with the ability to explain technical concepts clearly to employees with varying levels of technical expertise.

• Strong organizational, prioritization, and time management skills, with the ability to assess business impact and manage competing demands.

• Demonstrated leadership, mentoring, and interpersonal skills, including the ability to build effective relationships across business functions.

• Experience working with U.S.-based business teams and the ability to collaborate across time zones.

• Flexibility to manage multiple projects and adapt to changing priorities in a fast-paced environment.

• Preferred:Industry certifications such as CompTIA A+, Network+, ITIL, Microsoft certifications, or equivalent credentials.

• Preferred:Experience leading helpdesk teams, mentoring junior technicians, and applying ITIL service management practices.

• Preferred:Familiarity with platforms such as Freshservice, NinjaOne, Okta, or comparable enterprise IT management tools.

• Preferred:Experience managing large-scale IT deployments, system migrations, or technology rollouts.

• Availability to work eight hours per day, excluding breaks, with four core hours overlapping U.S. Eastern Time business hours, from7:30 p.m. to 11:30 p.m. IST, plus four flexible hours scheduled in India.

• A quiet, dedicated remote workspace and a reliable internet connection with a minimum speed of50 Mbps.

Benefits

• Annual salary:₹10,68,800–₹14,96,300 INR, with the final offer determined by experience, skills, job-related knowledge, market conditions, and geographic location.

• Fully remote working arrangement based in India.

• Medical insurance.

• Accident insurance.

• Retirement benefits.

• 12 company-paid holidays annually.

• Two flexible holidays.

• Privilege or earned leave.

• Casual and sick leave.

• Paid maternity and paternity leave.

• Weekly wellness events and employee wellness programs.

• A combination of core U.S. business-hour overlap and flexible working hours in India.