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, from 7:30 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 of 50 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.