Senior Helpdesk Analyst

We are seeking a highly skilled and experienced Senior Helpdesk & Systems Support Specialist to join our IT team in Bangalore. The ideal candidate will be a technical expert with a strong background in providing comprehensive end-user support, managing modern desktop environments, and maintaining core IT infrastructure. You’ll be a key point of escalation for complex issues, mentor junior team members, and play a vital role in ensuring the stability and efficiency of our IT systems.
This role is ideal for someone who not only knows their way around Windows, macOS, hardware, and collaboration tools—but also enjoys building community, mentoring junior team members, and being part of the cultural fabric of the site.
You’ll be partnering closely with global IT teams and taking the lead on ensuring India offices run smoothly from an end-user support perspective—whether it’s setting up an executive meeting, welcoming a new hire, or jumping in to support remote onboarding across India Offices.

What You’ll Do
• Act as the Senior technical point of contact for India offices & Remote India employees, supporting users across macOS and Windows environments.
• Deliver direct support for end-user devices, AV systems, meeting spaces, and hardware escalations.
• Lead or assist with remote onboarding for new hires across the India region, ensuring a consistent and reliable experience.
• Provide mentorship and daily support for junior/associate IT staff in the APAC regional offices or nearby sites.
• Support executive/VIP needs and coordinate IT logistics for local all-hands meetings, site visits, and events.
• Collaborate with the APAC SDM and Global End User Services team to align regional operations with global processes.
• Own hardware lifecycle activities, including device setup, repair coordination, and refresh programs.
• Champion IT culture at the Bangalore site—be the person people trust, recognize, and rely on.
• Work within our Microsoft ecosystem (Intune, Entra, Autopatch) and Jamf for macOS device support.

Responsibilities
• End-User Support:
o Provide expert, timely, and professional technical support for hardware, software, and network issues via phone, email, and in-person channels.
o Serve as the primary point of escalation for complex and high-priority incidents, troubleshooting and resolving issues that junior team members cannot.
o Manage and prioritize service tickets to ensure issues are resolved efficiently and in line with service level agreements (SLAs).
o Create and maintain detailed documentation of support procedures, knowledge base articles, and incident resolutions.
• Modern Desktop Management:
o Administer and manage our modern desktop environment using tools like Microsoft Intune, JAMF and Microsoft Endpoint Configuration Manager (MECM).
o Maintain Group Policy Objects (GPOs) and manage Azure Active Directory (AAD), including user and group management, and conditional access policies.
o Oversee the lifecycle of all end-user devices, including deployment, maintenance, and decommissioning.
• Microsoft 365 (O365) Administration & Support:
o Provide advanced support and administration for the full suite of O365 applications, including Exchange Online, Teams, SharePoint Online, OneDrive for Business, and the Office applications (Word, Excel, PowerPoint, Outlook).
o Manage user accounts, licenses, and permissions within the Microsoft 365 Admin Center.
o Troubleshoot complex issues related to email flow, calendar sharing, mailbox access, and hybrid Exchange environments.
o Configure and manage Teams environments, including user access, policies, and troubleshooting meeting and call quality issues.
o Assist with SharePoint Online and OneDrive issues, including syncing problems, permission management, and site administration.
o Implement and enforce multi-factor authentication (MFA) and other security policies to protect O365 data.
• Leadership & Mentorship:
o Mentor and provide technical guidance to junior helpdesk technicians, helping to upskill the team.
o Identify recurring issues and work with the Regional SDM (IT Manager) to implement long-term solutions and process improvements.
o Lead by example, demonstrating excellent customer service and a proactive, problem-solving attitude.

Requirements
• 5+ years of experience in a technical support, helpdesk, or IT administration role.
• Demonstrable experience with Microsoft Intune, JAMF and/or MECM for modern desktop management.
• Exposure to MDM tools like Intune, Entra, JAMF, or Autopatch is a strong advantage
• Proven expertise in Microsoft 365 (O365) administration, including user and license management in the M365 Admin Center, and experience with Exchange Online.
• Proficiency in troubleshooting network issues (TCP/IP, DNS, DHCP) and a solid understanding of basic networking principles.
• Experience with Azure AD administration is a must.
• Experience with virtualization technologies like VMware or Hyper-V is highly desirable.
• Excellent communication, interpersonal, and customer service skills.
• Strong problem-solving abilities and attention to detail.
• Willingness to work across time zones and with global peers to ensure a consistent user experience across the region
• Proven ability to balance ticket volume with project and people support
• Relevant certifications such as CompTIA A+, Network+, ITIL V4 foundation, or Microsoft 365 Certified: Modern Desktop Administrator Associate are a plus.
Why This Role Matters


Bangalore is one of our key offices in APAC, and this role ensures it runs at a high standard—technically and culturally. You won’t just fix laptops; you’ll help onboard employees, support our leadership presence, and ensure IT has a human face in the building. You’ll also step in where needed to support remote teammates across the region, making this a truly connective role.