Senior Helpdesk Technician
FDJ UNITED · Bengaluru, Karnataka, India
- On site
- Full-time
- $85,000 / year
- Bengaluru, Karnataka, India
Job highlights
- Senior remote role managing L1/L2 IT support.
- Handle endpoint, identity, and SaaS issues.
- Requires strong technical and communication skills.
- Contribute to process improvement and documentation.
- Shift work and on-call rotation included.
About the role
About the Role
FDJ UNITED is seeking a Senior Remote Helpdesk Technician to join our global Corporate IT team. This is a key role within a high-performing support function, focused on delivering reliable, efficient, and business-aligned IT support to employees worldwide. You will be the primary contact for technical issues across endpoints, identity, SaaS applications, and workplace technology. This senior role demands technical proficiency, strong judgment, clear communication, meticulous documentation, and consistent follow-through. The position requires shift-based work to cover extended European business hours and participation in a rotating on-call schedule.
Role Overview
As a Senior Remote Helpdesk Technician, you will manage a wide array of L1 and L2 support issues for Windows, macOS, mobile platforms, identity management, endpoint management, collaboration tools, and core Corporate IT services. You are expected to take full ownership of incidents and requests from initial contact through troubleshooting, resolution, escalation, and closure. Additionally, you will contribute to the maturation of the Helpdesk function by enhancing documentation, reducing recurring issues, identifying automation opportunities, and ensuring support delivery is scalable, consistent, and aligned with business expectations. This role emphasizes autonomy and teamwork, requiring you to act independently, communicate effectively, maintain accurate ticket records, escalate with context, and keep users informed.
Responsibilities
- End-to-End Helpdesk Ownership: Take full responsibility for support requests from initial response to resolution or escalation. Confirm scope, impact, urgency, affected users, device context, and access requirements early. Ensure clear outcomes for every case and close the loop with requesters.
- Advanced User Support and Troubleshooting: Provide expert support for Windows, macOS, mobile devices, peripherals, Microsoft 365 suite (Teams, Outlook, SharePoint), and related SaaS applications. Troubleshoot hardware, software, OS, identity, and application-level issues, including remote support for VDI, VPN, and standard endpoint problems.
- Identity and Access Support: Resolve identity-related issues such as account lockouts, MFA failures, password resets, and access problems. Support user lifecycle processes including onboarding, offboarding, role changes, and access provisioning according to security guidelines.
- Endpoint and Device Management: Administer and support corporate endpoints using Microsoft Intune, managing enrollment, compliance, configuration, and troubleshooting. Utilize tools like Autopilot, Apple Business Manager, and Google Zero Touch for device deployment and lifecycle management.
- Ticket Triage, SLA Discipline, and Escalation Quality: Maintain high ticket discipline, ensuring correct prioritization, labeling, and up-to-date status, assignee, notes, and next steps. Meet first-response and resolution SLAs, and communicate early to address SLA risks. Escalate only after thorough Helpdesk-level troubleshooting and clear documentation.
- Communication and User Handling: Build trust in the IT department through disciplined operational standards. Provide users with clear, timely updates. Use appropriate communication channels for each issue, offering high-quality support, including executive-level service.
- Documentation and Knowledge Contribution: Clearly document all actions, diagnostics, results, and next steps in tickets. Create or improve knowledge base content for repeatable issues or better resolution paths.
- Process Improvement and Operational Maturity: Identify opportunities for process improvement, automation, enhanced self-service, or workflow redesign by reviewing recurring issues and ticket trends. Contribute to improving workflows, support processes, and end-user documentation.
- Collaboration Across Teams: Work closely with Helpdesk technicians, infrastructure, security, engineering, and Corporate IT operations teams for smooth handoffs and reliable service delivery. Utilize team channels for collaboration.
- Onsite Support: Provide practical onsite support for the Bengaluru office as needed, including endpoints, peripherals, meeting room technology, and basic networking.
- AV and Collaboration Technology Support: Support meeting room AV systems, Teams integrations, and collaboration tools. Assist with meeting-related issues and basic AV troubleshooting.
- On-Call Coverage: Participate in the on-call rotation for critical incidents outside normal business hours (nights and weekends), with additional compensation.
Requirements
- Experience: Substantial experience in remote Helpdesk or IT support roles, with ownership of complex endpoint, identity, and user support issues in a structured environment. Comfort operating at a senior technician level, balancing autonomy with teamwork, and maintaining high standards in technical execution and process discipline.
- Technical Expertise: Strong hands-on experience with Windows and macOS support, iPhone and Android support, Microsoft Intune and endpoint compliance, Microsoft Entra ID (Azure AD), Microsoft 365 (Exchange, Teams, Outlook, SharePoint), ticketing platforms (Jira Service Management preferred), asset management, VPN, and basic network troubleshooting. Experience with Autopilot, Apple Business Manager, Google Zero Touch, Conditional Access, Access Packages, AV troubleshooting, and Teams integrations is highly valuable.
- Operational Strength: Understanding of strong Helpdesk operations, including SLA-driven work, structured triage, accurate prioritization, escalation discipline, and clean ticket records. Appreciation for documentation as a core job function.
- Communication and Service Delivery: Clear, direct, and professional communication in English. Ability to confidently support users at all organizational levels and adapt to urgency, frustration, or senior stakeholders. Understanding of quality service versus unsustainable support habits.
- Problem Solving and Ownership: Proactive, structured, and persistent approach. Methodical troubleshooting, contextual escalation, and follow-through until resolution or proper handover.
- Additional Strengths: Experience with scripting/automation (PowerShell, Bash, Python) and familiarity with Jira workflow design, self-service optimization, and support process improvement are advantageous.
- Education and Certifications: A degree in IT, Computer Science, or related field, or equivalent professional experience. Certifications such as MS-900, SC-900, MD-102, MS-102, or ITIL Foundation are advantageous.
About FDJ UNITED
FDJ UNITED is committed to fostering a supportive and high-performing IT environment. We value ownership, consistency, clarity, and continuous operational improvement. This role offers an opportunity to shape support quality, enhance team operations, and contribute to a reliable, disciplined, and trusted IT function within the business.
Key skills/competency
- Helpdesk Support
- Endpoint Management
- Identity and Access Management
- IT Support
- Troubleshooting
- Microsoft Intune
- Microsoft 365
- Jira Service Management
- Customer Service
- Technical Support
Skills & topics
- Senior Helpdesk Technician
- Remote IT Support
- Endpoint Management
- Identity Management
- Microsoft Intune
- Microsoft 365
- Jira Service Management
- Technical Support
- IT Operations
- Customer Service
How to get hired
- Tailor your resume: Highlight relevant experience with Windows, macOS, Microsoft Intune, and identity management tools like Entra ID. Quantify achievements in ticket resolution and SLA adherence.
- Showcase technical skills: Emphasize your hands-on experience with specific technologies mentioned, such as Jira Service Management, Microsoft 365, and endpoint deployment tools.
- Demonstrate ownership and communication: Use examples in your application and interview to show how you take full ownership of issues and communicate effectively with users and stakeholders.
- Prepare for technical and behavioral questions: Be ready to discuss troubleshooting scenarios, process improvement ideas, and how you handle challenging user interactions and on-call responsibilities.
- Research FDJ UNITED's culture: Understand their emphasis on ownership, consistency, clarity, and operational improvement to align your responses with their values.
Technical preparation
Master Windows/macOS and mobile device support.,Deepen knowledge of Microsoft Intune and Entra ID.,Practice troubleshooting with Jira Service Management.,Familiarize with VDI and VPN connectivity.
Behavioral questions
Describe a complex issue you fully owned.,How do you ensure clear communication with users?,Provide an example of process improvement you initiated.,How do you manage priorities under pressure?
Frequently asked questions
- What are the typical working hours for a Senior Remote Helpdesk Technician at FDJ UNITED?
- This role involves shift-based work to cover extended European business hours. Additionally, you will participate in a rotating on-call schedule for nights and weekends, which includes extra compensation.
- What specific endpoint management tools does FDJ UNITED use for this Senior Helpdesk Technician role?
- FDJ UNITED utilizes Microsoft Intune for administering and supporting corporate endpoints. Experience with Autopilot, Apple Business Manager, and Google Zero Touch for device deployment is also highly valuable.
- How does FDJ UNITED handle IT support escalations for the Senior Helpdesk Technician position?
- Escalations are handled after appropriate Helpdesk-level troubleshooting has been completed and clearly documented. The Senior Helpdesk Technician is expected to escalate with context to ensure the next team can continue without rework.
- Is there an opportunity for career growth within FDJ UNITED's IT team for a Senior Helpdesk Technician?
- This senior role offers the chance to shape support quality, improve team operations, and contribute to the overall maturity of the Helpdesk function. It suits individuals looking to move beyond just resolving tickets and influence IT processes.
- What kind of communication skills are crucial for the Senior Remote Helpdesk Technician at FDJ UNITED?
- Excellent English communication skills (spoken and written) are vital. You need to communicate clearly, directly, and professionally, adapting your approach for users at different organizational levels and handling urgent or frustrated stakeholders.
- Does FDJ UNITED require specific IT certifications for the Senior Helpdesk Technician role?
- While a degree in IT or a related field is welcome, equivalent professional experience is equally valid. Certifications like MS-900, SC-900, MD-102, MS-102, or ITIL Foundation are considered advantageous but not strictly required.
- What is the expected level of autonomy for a Senior Remote Helpdesk Technician at FDJ UNITED?
- The role requires a strong balance of autonomy and teamwork. You are expected to act independently, use the fastest effective communication path, and drive issues to resolution without constant supervision.
- How does FDJ UNITED value documentation in the Senior Helpdesk Technician role?
- Documentation is considered a core part of the job, not an afterthought. Technicians are expected to clearly document all actions, diagnostics, results, and next steps in tickets, and contribute to knowledge base content.