Desktop Support Technician

Req ID- FY25|G&A|#6738- Location(s)- Bangalore, India; Hyderabad, India;- Work arrangement(s)- Fully Remote (works exclusively from home)- Your opportunity- New Relic is seeking a highly motivated individual to join our IT Support team This role incorporates Tier 1 and Tier 2 technical support, ranging from password resets to systems administration. In addition to day-to-day work, you will have opportunities to spearhead projects, learn new platforms, and collaborate with cross-functional teams. Soft skills are just as important in this role as technical skills, as well as excellent English communication skills.We are looking for a creative problem solver with a strong work ethic. We expect our technicians to provide intuitive tech support, know how to ask the right questions, and be empathetic to our end users. To succeed in this role, you must be self-driven and passionate about learning. We value a strong team dynamic, and we encourage both independent and collaborative working styles.If you’re interested in a new challenge in our fast-paced corporate environment, we welcome you to apply- What you'll do- In this role, you will provide front-end and back-end support in our primarily Mac environment. This role will support US West and East coast working hours.As such, this role will be 100% remote but within the proximity of our Hyderabad or Bangalore office.Working hours would be 6PM - 3AM IST for the East Coast support and 9PM - 6AM IST for the West Coast support.Day-to-day responsibilities will include the following:
- Configure and setup IT hardware, including laptops, printers, and peripherals
- Technology enablement service and training
- Provision, de-provision, user accounts & system access
- Provide event & meeting support via Zoom
- Ensure accurate inventory of hardware assets
- Maintain a high level of service and support using a ticketing system
- Collaborate with external partners like Security and Facilities
- Participate in a global emergency on-call rotation
- This role requires- Several years of experience supporting Mac hardware
- Network knowledge and troubleshooting
- Familiarity with JAMF Pro and CrashPlan
- Strong soft skills (eg. critical thinking, creative problem solving, leadership, etc.)
- Demonstrate empathy and a desire to provide a first-class end-user experience
- Exhibit passion and motivation for new technology and learning
- Demonstrate ability to work both independently and as a member of a team
- Bonus points if you have- Apple Certified Macintosh Technician (ACMT) certification
- Apple Certified Support Professional (ACSP) certification
- Google Workspace certification
- Google IT Support Professional certification
- Comfortable using a command line
- Familiarity with a scripting or coding language (Python, Bash, Javascript, Java)

**Our hiring process**

Please note that visa sponsorship is not available for this position.

In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers’ means that a criminal background check is required to join New Relic.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.

New Relic is proud to be an equal opportunity employer. We foster a diverse, equitable, and inclusive environment, free from all types of discrimination, so our Relics can thrive. We hire people with different backgrounds, experiences, abilities and perspectives.