Senior Desktop Support Technician

Your opportunity
New Relic is seeking a highly skilled Senior IT Support Technician to join our dynamic team. The ideal candidate will possess leadership abilities, a high level of technical expertise, and excellent English communication skills. You will be responsible for troubleshooting complex technical issues, mentoring team members, and implementing IT solutions that enhance efficiency and performance.
If you are a proactive problem-solver with a passion for technology and a proven track record in IT support, we encourage you to apply and become a pivotal part of New Relics innovative environment.
What Youll Do

• In this role, you will provide front-end and back-end support in our primarily Mac environment. This is a mainly office based role, which means you will work out of our Bangalore office a minimum of three days per week (Tue/Wed/Thurs). You will also provide remote support to New Relic employees globally.
• Day-to-day responsibilities will include the following:
• Respond to internal support inquiries in person, via Slack, email, or phone calls
• Configure and setup IT hardware, including laptops, printers, and peripherals
• Technology enablement service and training
• Provision, de-provision, user accounts & system access
• Provide event & meeting support via Zoom
• Install, configure, and troubleshoot software packages, including operating systems, desktop software, and custom applications
• Ensure accurate inventory of hardware assets
• Maintain a high level of service and support using JSM ticketing system
• 
  Collaborate with external partners like Security and Facilities
  

This role requires

• Deep expertise with SaaS applications (eg. Google Workspace, Okta, Zoom, Slack, JSM)
• Familiarity with generative copilot platforms (Moveworks)
• Network knowledge and troubleshooting
• Familiarity with JAMF Pro and CrashPlan
• Strong soft skills (eg. critical thinking, creative problem solving, leadership, etc.)
• Demonstrate empathy and a desire to provide a first-class end-user experience
• Exhibit passion and motivation for new technology and learning
• Demonstrate ability to work both independently and as a member of a team
  

Bonus points if you have
List nice-to-have criteria, such as attributes/behavioral values, strongly desired qualifications, and working conditions.

• Apple Certified Macintosh Technician (ACMT) certification
• Apple Certified Support Professional (ACSP) certification
• Google Workspace certification (Good to have)
• CrashPlan(Good to know)
• ITIL Certificate (Good to have)
• Google IT Support Professional certification
• Comfortable using a command line
• Familiarity with a scripting or coding language (Python, Bash, Javascript, Java)
  

Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day. We celebrate our talented Relics different backgrounds and abilities, and recognize the different paths they took to reach us including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. Were looking for people who feel connected to our mission and values, not just candidates who check off all the boxes.
If you require a reasonable accommodation to complete any part of the application or recruiting process, please reach out to [HIDDEN TEXT].
We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.
Our hiring process
In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers means that a criminal background check is required to join New Relic.
We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, the San Francisco Fair Chance Ordinance.
Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.
Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics.
Review our Applicant Privacy Notice at https://newrelic.com/termsandconditions/applicant-privacy-policy