Senior IT Help desk executive

Role & responsibilities

The Senior IT Helpdesk Executive will be responsible for maintaining, configuring, and troubleshooting the companys IT infrastructure to ensure optimal system performance and security. You will work directly with end users across various time zones and regions to independently resolve IT workplace issues. This role involves collaboration with the IT team to support daily operations, system performance, and network functionality.

Job Responsibilities

• System Maintenance: Install, configure, and maintain operating systems (Linux, Windows, Mac OS) and associated software.
  
• Network Management: Monitor, optimize, and troubleshoot network performance, connectivity, and security.
  
• Security Management: Implement and enforce security policies, including system hardening, user access management, and vulnerability patching.
  
• User Support: Provide technical support to internal users, resolving hardware and software issues effectively.
  
• Monitoring & Reporting: Regularly monitor system performance, identify potential issues, and generate reports for management.
  
• Documentation: Create and maintain documentation for system configurations, procedures, and troubleshooting steps.
  

Preferred candidate profile

Requirements

Requirements and Qualifications

Experience

• Minimum 2+ years of hands-on experience in IT Helpdesk and System Administration or a similar role.
  

Technical Skills

• Proficiency in managing Windows, Linux, and Mac OS environments.
  
• Experience configuring laptops, desktops, and creating installation packages.
  
• Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
  
• Hands-on experience with:
• Firewalls (Sophos and industry-standard) and Cisco/Aruba network devices.
  
• Cloud firewalls and security.
  
• ManageEngine Endpoint Central (preferred).
  
• Sophos Endpoint (beneficial).
  
• Certified or trained in ITIL framework, ISO 20001, or CPI management.
  
• Knowledge of ticket management tools like JIRA.
  

Soft Skills

• Excellent verbal and written communication skills.
  
• Proven experience supporting senior organizational members across US and European time zones.
  
• Strong problem-solving and troubleshooting skills.
  
• Detail-oriented, with the ability to work independently and manage time effectively.
  
• Positive attitude, team player, and eagerness to learn.