As an IT Helpdesk Technician, you'll focus on Google Suite, Windows, Entra AD (formerly Azure AD), Microsoft Intune, Microsoft Autopilot, RMM tools, and Internal company tools. Your primary role will be to ensure employees receive prompt and efficient technical assistance. Your expertise will guide the administration, user support, and maintenance of these systems. Additionally, your insights will be crucial in strategic planning to harness the full potential of our software tools.
This would be a IST Night Shift to support the employees in the US
Responsibilities:
User Account Management
● Create, manage, and deactivate user accounts & distribution lists in Google Workspace.
● Define user roles, permissions, and access levels according to organizational requirements.
● Monitor user account activities and ensure security best practices.
● Make sure that Client Documentation is well maintained.
User Support
● Exhibits a friendly and calm demeanor even when under pressure.
● Provide the Client with advanced remote troubleshooting
● Provide technical support to end users regarding Google Suite applications, RMM tools, InTune, Autopilot, and Entra AD.
● Assist in troubleshooting issues across various tools, including but not limited to SSO, Windows, Google Suite, ITSM Tool and RMM tools.
Data Management & BCP
● Manage data storage, organization, and sharing settings.
● Oversee data backup and recovery procedures to ensure business continuity.
Security and Compliance
● Implement and maintain security protocols to protect sensitive data within Google Suite.
● Stay updated with security threats and apply necessary patches and updates.
● Ensure compliance with relevant data protection and privacy regulations.
● Should have knowledge of Email Migration
ITSM & SLA Management
● Control flow of tickets and timely acknowledgement and resolution of the tickets
● Create processes for better functioning of the organization and enable employees to stick to the process.
● Reporting
Vendor Relationship
● Collaborate with Tool’s Supports for technical assistance and issue resolution.
Requirements
● Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
● Proficiency in administering Google Workspace applications.
● Skilled in troubleshooting Windows desktop, Entra AD issues, and network problems.
● A love of (and ability to) Solve Problems & Challenges
● Great Communications skills, founded in being a good listener
● Proven experience with RMM tools and ITSM tools.
● Advanced understanding of support tools, techniques and how technology is used to provide services.
● Excellent problem-solving and troubleshooting skills.
● Excellent communication skills, both written and verbal, for effective remote support & Ability to work both independently and collaboratively.
● Proven experience providing remote technical support for G Suite applications and Windows operating systems.
● Must be able to type quickly and accurately while talking on the phone.
● Capability to work both independently and as part of a team.
● Experience with IT security and compliance practices.
Nice To Have
● Experience handling Technical Service Tickets
● Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
● Client Experience Certifications such as Helpdesk Habits etc.
● Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
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