Sr. Help desk administrator

Senior Help Desk Administrator

SIB seeks a skilled Senior Help Desk Administrator to join our technology team. This role offers an opportunity to work with modern cloud technologies and provide essential technical support to our organisation.

Position Summary

We seek a detail-oriented Senior Help Desk Administrator to provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. The successful candidate will troubleshoot technical problems, maintain IT infrastructure, and ensure optimal system performance across our organisation.

Key Responsibilities

Help Desk & Ticketing

• Provide timely and professional responses to user inquiries
• Document and track all support requests from initiation to resolution
• Escalate complex issues to appropriate team members when necessary
• Manage and resolve technical support tickets using the Jira ticketing system

Cloud Infrastructure Support

• Assist users with cloud-based applications and services
• Monitor system performance and identify potential issues
• Support user account management and access permissions
• Troubleshoot and resolve issues within Azure, Microsoft 365 and Digital Ocean environments

End-User Device Support

• Assist with device setup and user onboarding/offboarding
• Provide technical support for Windows and Mac laptops
• Install, configure, and maintain operating systems and applications
• Perform hardware diagnostics and coordinate repairs when needed

Network Support

• Document network configurations and changes
• Diagnose and resolve switch-related network issues
• Troubleshoot fundamental networking issues, including Wi-Fi connectivity
• Collaborate with the network team on infrastructure improvements

Security Management

• Respond to security alerts and incidents
• Assist with security software deployment and updates
• Ensure compliance with security policies and procedures
• Monitor and manage including Sentinel One, Automox, and DNS Filter

Required Qualifications

Technical Skills

• Strong knowledge of Windows and Mac operating systems
• Basic networking fundamentals and troubleshooting skills
• Experience with Jira for helpdesk ticketing and issue tracking
• Proficiency in Azure and Microsoft 365 administration and troubleshooting
• Hands-on experience with security tools: Sentinel One, Automox, and DNS Filter
• Experience creating, decommissioning and supporting Droplets in Digital Ocean

Professional Skills

• Strong problem-solving and analytical abilities
• Detail-oriented with strong documentation skills
• Excellent English written and verbal communication skills
• Customer service oriented with patience and professionalism
• Ability to work independently and manage multiple priorities

Preferred Qualifications

• Familiarity with ITIL best practices
• Previous helpdesk or technical support experience
• Industry certifications (CompTIA A+, Network+, Microsoft certifications)
• Associate’s degree in information technology, Computer Science, or related field

What We Offer

• Collaborative team environment
• Opportunity to work with modern cloud technologies

Job Type: Full-time

Pay: Up to ₹1,550,000.00 per year

Benefits:

• Commuter assistance
• Health insurance
• Leave encashment
• Life insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person

Expected Start Date: 01/08/2025