Senior Helpdesk Technician

FDJ UNITED is seeking a Senior Remote Helpdesk Technician to strengthen our global Corporate IT team. In this role, you will be a core part of a disciplined, high-performing support function responsible for delivering reliable, efficient, and business-aligned IT support to employees across the organisation.

You will act as a primary point of contact for technical issues across endpoints, identity, SaaS applications, and workplace technology, while also setting the standard for how support should be delivered: with ownership, sound judgment, clear communication, accurate documentation, and consistent follow-through.

This is a senior hands-on support role for someone who is not only technically capable, but who understands how to operate within a structured team model, manage priorities properly, and drive issues through to resolution without needing to be chased. The role includes shift-based work to help cover extended European business hours, as well as participation in a rotating on-call schedule for nights and weekends.

Role Overview

As a Senior Remote Helpdesk Technician, you will handle a broad range of L1 and L2 support issues across Windows, macOS, mobile platforms, identity, endpoint management, collaboration tools, and core Corporate IT services. You will be expected to take full ownership of incidents and requests from acknowledgement through triage, troubleshooting, resolution, escalation, and closure.

You will also contribute to the maturity of the Helpdesk function by improving documentation, reducing repeat issues, identifying automation opportunities, and helping ensure that support is delivered in a way that is scalable, consistent, and aligned with business expectations.

This role requires a strong balance of autonomy and teamwork. You are expected to act independently, use the fastest effective communication path, maintain clean ticket records, escalate with context, and keep users and colleagues informed throughout the life of a case.

Responsibilities

End-to-End Helpdesk Ownership

Take ownership of support requests from first response through to resolution or escalation. Confirm scope early, including impact, urgency, affected users, device context, and access requirements, then move the issue forward without waiting for prompts. Close the loop with the requester and ensure every case ends with a clear outcome.

Advanced User Support and Troubleshooting

Provide expert support for Windows and macOS devices, mobile devices, peripherals, Office 365, Teams, Outlook, and related SaaS applications. Troubleshoot issues at the hardware, software, OS, identity, and application levels, including remote support for VDI environments, VPN connectivity, and standard endpoint problems.

Identity and Access Support

Resolve identity-related issues such as locked accounts, MFA failures, password resets, access problems, and Conditional Access-related incidents. Support user lifecycle processes including onboarding, offboarding, role changes, and access provisioning in line with security and governance requirements.

Endpoint and Device Management

Administer and support corporate endpoints through Microsoft Intune, including enrollment, compliance, configuration, and troubleshooting. Work with tools and processes such as Autopilot, Apple Business Manager, and Google Zero Touch to support secure and efficient device deployment and lifecycle handling.

Ticket Triage, SLA Discipline, and Escalation Quality

Maintain strong ticket discipline across all work. Ensure tickets are correctly prioritised, appropriately labelled, and kept up to date with accurate status, assignee, waiting states, notes, and next steps. Meet first-response and resolution SLAs, and where SLA risk exists, communicate early and take corrective action. Escalate only after appropriate Helpdesk-level troubleshooting has been completed and documented clearly enough for the next team to continue without rework.

Communication and User Handling

Provide support in a way that builds trust in our IT department, by providing high disciplined operational standards. Keep users informed with clear updates on what happened, what happens next, and when they can expect to hear back. Use the most effective communication channel for the issue, especially where users cannot access the normal support path. Deliver high-quality support to all users, including white-glove service where needed for executives, senior staff, and other high-impact stakeholders.

Documentation and Knowledge Contribution

Document actions clearly and proportionately in the ticket as work is performed. Ensure records include the problem statement, key diagnostics, actions taken, results, ownership, and next steps. Create or improve knowledge base content when repeatable issues, documentation gaps, or better resolution paths are identified.

Process Improvement and Operational Maturity

Review recurring issues and ticket trends to identify opportunities for process improvement, automation, better self-service, or cleaner workflow design. Contribute to improving workflows, support processes, and end-user documentation to reduce unnecessary Helpdesk effort and improve consistency.

Collaboration Across Teams

Work closely with other Helpdesk technicians, infrastructure, security, engineering, and Corporate IT operations teams to ensure clean handoffs, appropriate escalation, and reliable service delivery. Use team channels and shared communication paths rather than isolated one-to-one working wherever possible.

Onsite Support

Provide practical onsite support for the Bengaluru office when required, including endpoints, peripherals, meeting room technology, and basic networking support. This is a secondary part of the role, but it requires the same standards of readiness, ownership, and follow-through as remote work.

AV and Collaboration Technology Support

Support meeting room AV systems, Teams integrations, and collaboration tools. Assist with meeting-related issues and basic AV troubleshooting where needed to maintain a dependable workplace experience.

On-Call Coverage

Participate in the on-call rotation for critical incidents outside normal hours. During on-call periods, stay reachable, respond as expected, and resolve or coordinate incidents. On-call coverage applies to nights and weekends only and is part of the Remote Technician role with extra compensation.

Requirements

Experience

You have substantial experience in remote Helpdesk or IT support roles, including ownership of complex endpoint, identity, and user support issues in a structured support environment. You are comfortable operating at senior technician level, balancing autonomy with teamwork and maintaining a high standard across both technical execution and support process discipline.

Technical Expertise

You should have strong hands-on experience with most of the following:

Windows and macOS support

iPhone and Android support

Microsoft Intune and endpoint compliance

Microsoft Entra ID / Azure AD

Microsoft 365, including Exchange, Teams, Outlook, and SharePoint

Ticketing platforms such as Jira or ServiceNow, with Jira Service Management preferred

Asset management, ideally Jira Asset Management

VPN and basic network troubleshooting

SaaS support in a corporate environment

Experience with Autopilot, Apple Business Manager, Google Zero Touch, Conditional Access, Access Packages, AV troubleshooting, and Teams integrations is highly valuable.

Operational Strength

You understand how a strong Helpdesk function operates. You are comfortable with SLA-driven work, structured triage, accurate prioritisation, escalation discipline, and maintaining clean ticket records. You understand that documentation is part of the job, not an afterthought.

Communication and Service Delivery

You communicate clearly, directly, and professionally in spoken and written English. You can support users confidently across different levels of the organisation and can adapt your approach when dealing with urgency, frustration, or senior stakeholders. You understand the difference between good service and unsustainable support habits.

Problem Solving and Ownership

You are proactive, structured, and persistent. You do not wait to be told every next step when the path is clear. You troubleshoot methodically, escalate with context, and follow through until the issue is properly resolved or handed over.

Additional Strengths

Experience with scripting or automation using PowerShell, Bash, or Python is an advantage. Familiarity with Jira workflow design, self-service optimisation, and support process improvement is also highly valued.

Education and Certifications

A degree in Information Technology, Computer Science, or a related field is welcome, but equivalent professional experience is equally valid. Certifications such as MS-900, SC-900, MD-102, MS-102, or ITIL Foundation are advantageous.

About the role

This is a senior role within a Helpdesk function that values ownership, consistency, clarity, and steady operational improvement. It suits someone who wants to do more than resolve tickets one by one. You will help shape support quality, improve the way the team operates, and contribute to a function that is expected to be reliable, disciplined, and trusted across the business.