Senior IT Helpdesk Technician

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Senior IT Helpdesk Technician based in India. We are seeking an experienced Senior IT Helpdesk Technician to provide advanced technical support and strengthen IT service delivery across a distributed organization. In this fully remote role, you will troubleshoot complex hardware, software, operating system, and network issues while ensuring employees receive timely and reliable technical assistance. You will take ownership of endpoint management, IT security, user access administration, and technology deployments. Beyond resolving incidents, you will mentor junior technicians, improve support processes, and develop automation solutions to increase operational efficiency. Working closely with cross-functional teams, you will contribute to IT projects, system upgrades, and continuous service improvement initiatives. This position is ideal for a proactive technical leader who combines strong problem-solving skills with a customer-focused mindset and a commitment to secure, high-quality IT operations. 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.