Remote Senior IT Support Engineer

Description:

• New Relic is seeking a highly skilled Senior IT Support Technician to join their dynamic team.
• The ideal candidate will possess exceptional leadership abilities, a high level of technical expertise, and excellent English communication skills.
• Responsibilities include troubleshooting complex technical issues, mentoring team members, and implementing IT solutions that enhance efficiency and performance.
• The role involves providing front-end and back-end support in a primarily Mac environment.
• This is mainly an office-based role, requiring work out of the Bangalore office a minimum of three days per week (Tuesday, Wednesday, Thursday).
• The position also includes providing remote support to New Relic employees globally.
• Day-to-day responsibilities include responding to internal support inquiries, configuring and setting up IT hardware, providing technology enablement service and training, managing user accounts and system access, providing event and meeting support via Zoom, installing and troubleshooting software packages, ensuring accurate inventory of hardware assets, maintaining high service levels using the JSM ticketing system, collaborating with external partners, and participating in a global emergency on-call rotation.

Requirements:

• Candidates must have 5+ years of experience supporting Mac hardware.
• Deep expertise with SaaS applications such as Google Workspace, Okta, Zoom, Slack, and JSM is required.
• Familiarity with generative copilot platforms like Moveworks is necessary.
• Candidates should have network knowledge and troubleshooting skills.
• Familiarity with JAMF Pro is essential.
• Strong soft skills, including critical thinking, creative problem solving, and leadership, are required.
• Candidates must demonstrate empathy and a desire to provide a first-class end-user experience.
• A passion for new technology and learning is expected.
• Candidates should be able to work both independently and as part of a team.

Benefits:

• New Relic offers a flexible workforce model called Flex First, allowing employees to work in various environments, including fully office-based, fully remote, or hybrid.
• The company fosters a diverse, welcoming, and inclusive environment, encouraging employees to bring their authentic selves to work.
• New Relic celebrates the diverse backgrounds and abilities of its employees, recognizing the different paths they took to reach the company.
• The hiring process includes compliance with applicable laws regarding identity verification and employment eligibility.
• Candidates with arrest and conviction records will be considered based on individual circumstances in accordance with applicable law.