Senior Helpdesk Analyst

We are excited to announce an opportunity for a highly skilled and experienced Senior Helpdesk & Systems Support Specialist to join our IT team in Bangalore. The ideal candidate will possess technical expertise along with a robust background in providing comprehensive end-user support, managing modern desktop environments, and maintaining core IT infrastructure. In this role, you will serve as a key point of escalation for complex issues, mentor junior team members, and play a vital role in ensuring the stability and efficiency of our IT systems.

This position is perfect for someone who is not only proficient in Windows, macOS, hardware, and collaboration tools but also enjoys fostering community, mentoring junior staff, and contributing to the cultural fabric of our site.
You will work closely with global IT teams and take a leadership role in ensuring that our India offices operate smoothly from an end-user support perspective-whether it's setting up an executive meeting, welcoming a new hire, or assisting with remote onboardings across our India offices.

What You'll Do
. Act as the Senior technical point of contact for India offices & Remote India employees, providing support for users across macOS and Windows environments.
. Deliver direct support for end-user devices, AV systems, meeting spaces, and hardware escalations.
. Lead or assist with remote onboarding for new hires across the India region, ensuring a consistent and reliable experience.
. Provide mentorship and daily support for junior/associate IT staff in the APAC regional offices or nearby sites.
. Support executive/VIP needs and coordinate IT logistics for local all-hands meetings, site visits, and events.
. Collaborate with the APAC SDM and Global End User Services team to align regional operations with global processes.
. Own hardware lifecycle activities including device setup, repair coordination, and refresh programs.
. Champion IT culture at the Bangalore site-be the trusted person that colleagues recognize and rely on.
. Work within our Microsoft ecosystem (Intune, Entra, Autopatch) and Jamf for macOS device support.

Responsibilities
End-User Support:
o Provide expert, timely, and professional technical support for hardware, software, and network issues via phone, email, and in-person channels.
o Serve as the primary point of escalation for complex and high-priority incidents, troubleshooting and resolving issues that junior team members cannot.
o Manage and prioritize service tickets to ensure issues are resolved efficiently and in line with service level agreements (SLAs).
o Create and maintain detailed documentation of support procedures, knowledge base articles, and incident resolutions.
Modern Desktop Management:
o Administer and manage our modern desktop environment using tools such as Microsoft Intune, JAMF, and Microsoft Endpoint Configuration Manager (MECM).
o Maintain Group Policy Objects (GPOs) and manage Azure Active Directory (AAD), including user and group management, and conditional access policies.
o Oversee the lifecycle of all end-user devices, including deployment, maintenance, and decommissioning.
Microsoft 365 (O365) Administration & Support:
o Provide advanced support and administration for the full suite of O365 applications, including Exchange Online, Teams, SharePoint Online, OneDrive for Business, and the Office applications (Word, Excel, PowerPoint, Outlook).
o Manage user accounts, licenses, and permissions within the Microsoft 365 Admin Center.
o Troubleshoot complex issues related to email flow, calendar sharing, mailbox access, and hybrid Exchange environments.
o Configure and manage Teams environments, including user access, policies, and troubleshooting meeting and call quality issues.
o Assist with SharePoint Online and OneDrive issues, including syncing problems, permission management, and site administration.
o Implement and enforce multi-factor authentication (MFA) and other security policies to protect O365 data.
Leadership & Mentorship:
o Mentor and provide technical guidance to junior helpdesk technicians, helping to upskill the team.
o Identify recurring issues and collaborate with the Regional SDM (IT Manager) to implement long-term solutions and process improvements.
o Lead by example, demonstrating excellent customer service and a proactive, problem-solving attitude.

Requirements
. 5+ years of experience in a technical support, helpdesk, or IT administration role.
. Demonstrable experience with Microsoft Intune, JAMF, and/or MECM for modern desktop management.
. Exposure to MDM tools like Intune, Entra, JAMF, or Autopatch is a strong advantage.
. Proven expertise in Microsoft 365 (O365) administration, including user and license management in the M365 Admin Center, and experience with Exchange Online.
. Proficiency in troubleshooting network issues (TCP/IP, DNS, DHCP) and a solid understanding of basic networking principles.
. Experience with Azure AD administration is essential.
. Experience with virtualization technologies like VMware or Hyper-V is highly desirable.
. Excellent communication, interpersonal, and customer service skills.
. Strong problem-solving abilities and attention to detail.
. Willingness to work across time zones and with global peers to ensure a consistent user experience across the region.
. Proven ability to balance ticket volume with project and people support.
. Relevant certifications such as CompTIA A+, Network+, ITIL V4 foundation, or Microsoft 365 Certified: Modern Desktop Administrator Associate are a plus.

Why This Role Matters
Bangalore is one of our key offices in APAC, and this role is crucial in maintaining high technical and cultural standards. You will not only be responsible for resolving technical issues but also play a significant role in onboarding employees, supporting our leadership presence, and ensuring that IT maintains a human touch within the organization. Additionally, you will provide support to remote teammates across the region, making this a truly connective role.