Senior Helpdesk Technician

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