SolarWinds - Senior Helpdesk Analyst - CompTIA Security

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 :

- Provide expert, timely, and professional technical support for hardware, software, and network issues via phone, email, and in-person channels.

- Serve as the primary point of escalation for complex and high-priority incidents, troubleshooting and resolving issues that junior team members cannot.

- Manage and prioritize service tickets to ensure issues are resolved efficiently and in line with service level agreements (SLAs).

- Create and maintain detailed documentation of support procedures, knowledge base articles, and incident resolutions.

Modern Desktop Management :

- Administer and manage our modern desktop environment using tools like Microsoft Intune, JAMF and Microsoft Endpoint Configuration Manager (MECM).

- Maintain Group Policy Objects (GPOs) and manage Azure Active Directory (AAD), including user and group management, and conditional access policies.

- Oversee the lifecycle of all end-user devices, including deployment, maintenance, and decommissioning.

Microsoft 365 (O365) Administration & Support :

- 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).

- Manage user accounts, licenses, and permissions within the Microsoft 365 Admin Center.

- Troubleshoot complex issues related to email flow, calendar sharing, mailbox access, and hybrid Exchange environments.

- Configure and manage Teams environments, including user access, policies, and troubleshooting meeting and call quality issues.

- Assist with SharePoint Online and OneDrive issues, including syncing problems, permission management, and site administration.

- Implement and enforce multi-factor authentication (MFA) and other security policies to protect O365 data.

Leadership & Mentorship :

- Mentor and provide technical guidance to junior helpdesk technicians, helping to upskill the team.

- Identify recurring issues and work with the Regional SDM (IT Manager) to implement long-term solutions and process improvements.

- 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 wont just fix laptops; youll help onboard employees, support our leadership presence, and ensure IT has a human face in the building.

- Youll also step in where needed to support remote teammates across the region, making this a truly connective role.