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Senior IT Helpdesk Engineer

2 weeks ago

Guindy Chennai Tamil Nadu, India BigR Full time ₹ 2,00,000 - ₹ 25,00,000 per year

Job Title: Senior Helpdesk Technician (India Based)

Location: Hybrid (Chennai, India)

Employment Type: Fulltime Permanent Opportunity

Department: Global IT

Reports To: IT Operations Manager

Overview: We are seeking an experienced Senior Helpdesk Technician to join our Global IT team. In this role, you'll act as a trusted technical partner, delivering high-quality support to our distributed workforce and administering our core SaaS applications.

This is a hands-on, high-impact contract position ideal for someone with a systems administration background, strong troubleshooting instincts, and a service-oriented mindset. You'll work within a modern, cloud-native tech stack supporting a fast-scaling, federated enterprise environment.

Key Responsibilities

  • Serve as Tier 2/3 escalation for IT support issues across endpoints, SaaS apps, and access control.
  • Administer core systems including:
  • Okta (SSO, provisioning, MFA, policies)
  • Google Workspace and/or Microsoft 365
  • SolarWinds ITSM (ticket routing, workflows)
  • NetSuite, Salesforce, and Snowflake (basic access and user management)
  • Manage support ticket flow, prioritize issues, and track against SLAs.
  • Assist with user lifecycle tasks (onboarding, offboarding, access audits).
  • Support endpoint management tools (e.g., Kandji, Intune), device registration, and compliance checks.
  • Create and maintain documentation and self-service resources.
  • Collaborate with the internal IT team on operational improvements and security initiatives.

Qualifications

Required:

  • 5+ years in IT support or systems administration roles, preferably supporting SaaS-first organizations.
  • Strong experience administering Google Workspace or Microsoft 365.
  • Familiarity with Okta or similar IAM platforms.
  • Ability to support Mac and Windows endpoints in a distributed setup.
  • Comfortable with ITSM tools (SolarWinds preferred).
  • Self-sufficient, detail-oriented, and comfortable working independently.

Preferred:

  • Familiarity with NetSuite, Salesforce, Snowflake, or Kandji.
  • Knowledge of zero-trust security models and SaaS backup best practices.
  • Experience in high-growth or federated organizations, especially with M&A integrations.

Job Types: Full-time, Permanent

Pay: ₹2,000, ₹2,500,000.00 per year

Benefits:

  • Health insurance
  • Paid sick time
  • Paid time off
  • Provident Fund
  • Work from home

Experience:

  • IT support: 8 years (Required)
  • L2/ L3 support: 5 years (Required)
  • Desktop administration: 5 years (Required)
  • Identity & access management: 5 years (Required)

Language:

  • English (Required)

Work Location: In person