- We are looking for a Senior Helpdesk Technician to provide on-site and remote technical support to Bounteous x Accolite team members in an efficient and accurate manner. Standout candidates will be excellent problem-solvers without standing communication and customer service skills.
- As the front line responsible for addressing basic technical issues, the Helpdesks objective is to quickly identify and resolve challenges to keep our teams operating efficiently. As a Senior Technician, you serve as an escalation path on the Helpdesk by providing assistance and guidance to other team members.
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 Bounteousx team members, as well as external vendors
- Develop test specifications and create support documentation for all hardware resources, in accordance with Bounteous xAccolite 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
- Availability to work from 6:30 pm - 3:30 am India time (Monday-Friday) required
- Associates or Bachelors 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
- The ability to regularly lift/carry up to 50pounds (desktop computers, etc.)
