Desktop Support Technician

Desktop Support Technician at New Relic

We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us!

Your Opportunity

New Relic is seeking a highly motivated individual to join our IT Support team! This role incorporates Tier 1 and Tier 2 technical support, ranging from password resets to systems administration. In addition to day-to-day work, you will have opportunities to spearhead projects, learn new platforms, and collaborate with cross-functional teams. Soft skills are just as important in this role as technical skills, as well as excellent English communication skills.

We are looking for a creative problem solver with a strong work ethic. We expect our technicians to provide intuitive tech support, know how to ask the right questions, and be empathetic to our end users. To succeed in this role, you must be self-driven and passionate about learning. We value a strong team dynamic, and we encourage both independent and collaborative working styles.

If you’re interested in a new challenge in our fast-paced corporate environment, we welcome you to apply!

About The Role

We're seeking a highly motivated and technically proficient IT Support Engineer to join our global team. In this role, you will provide comprehensive front-end and back-end support within our primarily Mac environment, ensuring seamless operations for our colleagues on the US West and East coasts. This is a 100% remote position, but candidates must reside within the proximity of our Hyderabad or Bangalore offices. Due to the nature of supporting US time zones, working hours will be adjusted accordingly, typically ranging from 6:00 PM - 3:00 AM IST for East Coast support and 9:00 PM - 6:00 AM IST for West Coast support.

Please note that shift times may fluctuate based on Daylight Saving Time (DST) adjustments in EST and PST."

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 & Google Meet.
• 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 a ticketing system
• Collaborate with external partners like Security and Facilities
• Participate in a global emergency on-call rotation.

This Role Requires

• Several years of experience supporting Mac hardware
• Deep expertise with SaaS applications (eg. Google Workspace, Okta, Zoom, Slack)
• 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

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

Key skills/competency

• Mac Hardware Support
• SaaS Application Support
• Network Troubleshooting
• JAMF Pro
• Google Workspace
• Okta
• Ticketing Systems
• User Account Management
• Technical Training
• Customer Empathy