Senior Help Desk Engineer

About Banyan Software

Banyan Software provides the best permanent home for successful enterprise software companies, their employees, and customers. We are on a mission to acquire, build and grow great enterprise software businesses all over the world that have dominant positions in niche vertical markets. In recent years, Banyan was named the #1 fastest-growing private software company in the US on the Inc. 5000 and amongst the top 10 fastest-growing companies by the Deloitte Technology Fast 500. Founded in 2016 with a permanent capital base setup to preserve the legacy of founders, Banyan focuses on a buy and hold for life strategy for growing software companies that serve specialized vertical markets.

Key Responsibilities:

IT Procurement and Deployment:

- Manage procurement, deployment, and lifecycle management of IT hardware and software.

- Develop vendor relationships and negotiate contracts to ensure cost-effective solutions.

IT Support and Maintenance:

- Oversee ongoing maintenance and support for IT infrastructure and end-user devices.

- Provide hands-on troubleshooting and support for critical IT issues when required.

- Establish and monitor IT support KPIs and SLAs.

Core Office Productivity Tools:

- Administer and support office productivity tools such as Google Workspace suite, Zoom, Slack, Microsoft Office 365, collaboration platforms, and communication systems.

- Ensure seamless integration and functionality across global locations.

Business Applications Support:

- Provide support for key business applications, ensuring availability and performance.

- Act as a hands-on technical expert in managing and troubleshooting application-related issues.

Lead Helpdesk tasks:

- Delegate tasks effectively while remaining accessible for technical guidance and support.

- Create SOPs for technical guidance and support.

Stakeholder Management:

- Collaborate with internal stakeholders across departments to understand and address their IT needs.

- Act as the primary liaison between the India IT team and global IT leadership, ensuring alignment with corporate objectives.

- Communicate IT strategies, updates, and project progress to senior leadership and stakeholders.

Governance and Compliance:

- Ensure IT policies and practices comply with global standards and local regulations.

- Proactively mitigate risks related to IT security, data privacy, and business continuity.

Qualifications and Skills:

Experience:

-10+  years of experience in IT operations and management within a global organization, with at least 3 years as a Senior / lead helpdesk role
- Proven ability to balance strategic leadership, stakeholder engagement, team management, and hands-on technical work.

Technical Skills:

Knowledge of IT infrastructure, networking, and cybersecurity principles.
Proficiency in office productivity tools, enterprise applications, and cloud platforms.

Educational Background:

- Bachelors degree in Computer Science, Information Technology, or a related field.
- Masters degree or certifications in IT management (e.g., ITIL, PMP) is a plus.

Desirable Certifications:

Certifications like ITIL, PMP, CISSP, Microsoft Certified: Azure Administrator, or AWS Certified Solutions Architect, Google cloud administrator are desirable and will be considered an advantage.

IT Management and Strategy Certifications:

ITIL (Information Technology Infrastructure Library): Foundation or Intermediate level, for expertise in IT service management.

COBIT (Control Objectives for Information and Related Technologies): For IT governance and management.

CIO Executive Council Certifications: Relevant for IT leadership roles.

Project Management Certifications:

PMP (Project Management Professional): For managing IT projects effectively.

PRINCE2 (Projects IN Controlled Environments): Widely used in IT project management.

Cloud and Infrastructure Certifications:

AWS Certified Solutions Architect (Associate/Professional): For cloud platform expertise.

Microsoft Certified: Azure Solutions Architect Expert: For proficiency in Microsofts cloud services.

CompTIA Server+ or Network+: For foundational IT infrastructure knowledge.

Cybersecurity Certifications:

CISSP (Certified Information Systems Security Professional): For IT security leadership.

CISM (Certified Information Security Manager): For IT security management practices.

CEH (Certified Ethical Hacker): For foundational cybersecurity knowledge.

Productivity Tools and Application-Specific Certifications:

Microsoft Certified: Modern Desktop Administrator Associate: For managing and deploying Office 365 and Windows environments.

Microsoft Certified: Dynamics 365 Fundamentals/Administrator: For managing business applications.

Google Workspace Administrator Certification: For managing Google-based productivity suites.

Data and Analytics Certifications:

ITIL 4 Strategist: Direct, Plan and Improve (DPI): For IT-driven strategic planning.

Certified Data Management Professional (CDMP): For managing business applications and data strategies.