Senior Helpdesk Technician

The Senior Helpdesk Technician will work closely with our North American team on a daily basis; the working hours of this role are 6:30 pm - 3:30 am India time, 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 Bounteous x team members, as well as external vendors
• Develop test specifications and create support documentation for all hardware resources, in accordance with Bounteous x Accolite 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
• Must have basic experience in azure /ms Intune, Mac, Identity etc.
• 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