Senior Helpdesk Technician

Job description
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 Helpdesks 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.
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
Associates or Bachelors 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.)
Role: Network Service Technician
Industry Type: IT Services & Consulting
Department: Engineering - Hardware & Networks
Employment Type: Full Time, Permanent
Role Category: IT Network
Education
UG: Any Graduate
PG: Any Postgraduate
Key Skills
Computer scienceHelpdeskVPNAccount managementWindowsAsset managementFirmwaremicrosoftInformation technologyTechnical support