Senior Helpdesk Analyst

Responsibilities

• Act as the senior technical point of contact for India offices and remote employees, providing expert support for macOS and Windows environments.
• Serve as the primary escalation point for complex hardware, software, and network incidents.
• Administer modern desktop environments using Microsoft Intune, JAMF, and MECM.
• Manage Microsoft 365 administration, including Exchange Online, Teams, SharePoint, and OneDrive.
• Oversee the full hardware lifecycle, including deployment, maintenance, and decommissioning of end-user devices.
• Mentor and provide technical guidance to junior IT staff to help upskill the regional team.
• Support executive/VIP needs and coordinate IT logistics for local meetings and site events.
• Maintain detailed documentation, knowledge base articles, and support procedures.

Requirements

• 5+ years of experience in technical support, helpdesk, or IT administration.
• Proven experience with Microsoft Intune, JAMF, and/or MECM.
• Expertise in Microsoft 365 (O365) administration and Exchange Online.
• Strong experience with Azure AD (Entra ID) administration.
• Proficiency in network troubleshooting, including TCP/IP, DNS, and DHCP.
• Excellent communication, interpersonal, and customer service skills.
• Ability to work across time zones and collaborate with global IT teams.

Preferred Qualifications

• Experience with virtualization technologies such as VMware or Hyper-V.
• Relevant certifications such as CompTIA A+, Network+, ITIL V4, or Microsoft 365 Modern Desktop Administrator Associate.
• Experience managing multi-factor authentication (MFA) and security policies.

About the Company

SolarWinds is a people-first company dedicated to helping customers accelerate business transformation with simple, powerful, and secure solutions. We thrive in an innovative, fast-paced environment and believe in accomplishing more through teamwork and collaboration.