We are looking for a Senior Helpdesk Technician to provide on-site and remote technical support to Bounteous x Accolite team members in an efficient and accurate manner. Standout candidates will be excellent problem-solvers without standing communication and customer service skills.
As the front line responsible for addressing basic technical issues, the Helpdesk's objective is to quickly identify and resolve challenges to keep our teams operating efficiently. As a Senior Technician, you serve as an escalation path on the Helpdesk by providing assistance and guidance to other team members.
The Senior Helpdesk Technician will work closely with our North American team on a daily basis; the working hours of this role are 12:00pm -9:00pm CDT which would be 10:30pm - 7:30am IST, Monday-Friday.
Role And Responsibilities
- Support, monitor, test, and troubleshoot hardware and software problems related to the Bounteous x Accolite Apple and Windows laptop fleet
- Set up equipment for employee use; perform/ensure proper installation of laptops, operating systems, and appropriate software
- Perform account management and maintenance for applications and systems (e. g., create or modify user accounts and permissions, perform password resets)
- Assist People & Culture with onboarding new team members: provide access to products and services, answer new team member questions/concerns
- Manage the full device lifecycle (purchasing, deployment, decommissioning, recycling/selling of discarded devices)
- Escalate to operations, solutions, infrastructure engineering teams, or appropriate resolver team as needed
- Manage maintain incidents and requests via SolarWinds
- Perform trouble call resolution, diagnose complex problems, and provide user support follow-up
- Interact and partner with Helpdesk and Bounteousx team members, as well as external vendors
- Develop test specifications and create support documentation for all hardware resources, in accordance with Bounteous xAccolite processes
- Support remote users via VPN technologies
Preferred Qualifications
- Fluent in English; the ability to clearly communicate with English-speaking team members as well as read, write, and understand technical documentation in English
- Availability to work from 6:30 pm - 3:30 am India time (Monday-Friday) required
- Associate's or Bachelor's degree (or equivalent)in Computer Science or Information Technology from a technical school (or equivalent work experience) preferred
- 5+ years of hands-on Office 365 user administration experience
- 5+ years Apple Mac support experience
- Experience with push and install workstation and third-party patches
- Hands-on Azure Active Directory administration experience, including file and share permissions, user administration (password and MFA resets)
- Experience improving system performance by recommending and implementing hardware updates, including firmware changes and break/fix
- Proven experience effectively managing assets via an asset management tool
- Experience managing and maintaining infrastructure devices, including switches, routers, and firewalls
- Experience with software as a service (SaaS) and other software hosting protocols
- Experience deploying packages in Microsoft Endpoint management (Intune)
- Experience deploying packages in Apple/Mac Endpoint management (Kandji)
- SolarWinds Service Manager experience
- Proven ability to work independently with minimal oversight
- Skilled at managing multiple projects in a fast-paced environment; flexible and readily adaptable to changing circumstances
- A keen attention to detail and accuracy; exceptional organizational, time management, and project management skills
- Proactive and solution-oriented; strong problem-solving and decision-making skills
- A fast learner; proven success picking up new technologies/tools quickly and proficiently
- Strong communicator with all levels of leadership, management, and staff
- Excellent verbal and written communication skills
- The ability to regularly lift/carry up to 50pounds (desktop computers, etc.)
