Senior IT Helpdesk Technician

Role overview Provide advanced IT support to employees, resolving complex issues across end-user devices, business applications, and workplace technology. Alongside hands-on troubleshooting, you will help guide junior technicians, coordinate equipment deployment, and improve helpdesk processes and service quality. The role is remote in India.

Responsibilities - Diagnose and resolve complex employee technology issues by phone, chat, and remote support tools. - Coordinate setup, configuration, and deployment of employee equipment in line with IT standards. - Monitor work orders and tickets, keeping records current and meeting service-level targets. - Support and maintain helpdesk systems, including tracking ticket status and capturing information from calls and emails. - Lead laptop and desktop support work and share guidance with junior technicians. - Identify process improvements that strengthen IT service delivery.

Requirements - Extensive experience troubleshooting end-user technology and enterprise hardware and software. - Practical support experience with Windows and macOS devices. - Familiarity with Microsoft 365, Teams, Slack, Zoom, RingCentral, or similar workplace applications. - Ability to investigate complex issues and provide clear guidance through remote channels. - Strong service orientation and the ability to mentor less experienced technicians. - Careful ticket management and attention to service-level expectations.

Benefits and work setup - Remote position based in India.