Senior Help Desk Technician

1 week ago

Delhi, Delhi, India Esya Full time
What we are looking for


We are looking for a Senior Helpdesk Technician to provide remote technical support to our managed clients' team members efficiently and accurately.

Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills.


As the "front line" responsible for addressing basic technical issues, the Helpdesk's objective is to quickly identify and resolve challenges to keep our clients operating efficiently.

As a Senior Technician, you serve as an escalation path on the Helpdesk by assisting and guiding other team members.

The Senior Helpdesk Technician will work closely with our client UK team daily; the working hours of this role are 12:00 PM - 10:30 PM IST (Monday-Friday), 1:30 PM - 5:30 PM IST (Saturday)

Role and Responsibilities


Support, monitor, test, and troubleshoot hardware and software problems related to the client hardware Windows & OSX.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, and answer new team member questions/concerns.

Manage and maintain incidents and requests via HALO PSAPerform trouble call resolution, diagnose complex problems, and provide user support follow-up.

Interact and partner with the Helpdesk, clients' team members, and external vendors.
Develop test specifications and create support documentation for all hardware resources, under clients' processes.
Support remote users via VPN technologies.

Preferred Qualifications

Fluent in English; communicating with English-speaking team members and reading, writing, and understanding technical documentation in English.

Availability to work from Indian hours stated aboveAssociate's or Bachelor's 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.4+ years of Apple Mac support experience.

Experience with push and install workstations and third-party patches.

Hands-on Azure Active Directory administration experience, including file and share permissions, and user administration (password and MFA resets).Experience improving system performance by recommending and implementing hardware updates, including firmware changes and break/fixes.

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 (Mosyle).RMM 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 in picking up new technologies/tools quickly and proficiently.
Strong communicator with all levels of leadership, management, and staff.

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