Senior Helpdesk Engineer

Banyan Software provides the best permanent home for successful enterprise software companies, their employees, and customers. We are on a mission to acquire, build and grow great enterprise software businesses all over the world that have dominant positions in niche vertical markets. In recent years, Banyan was named the #1 fastest-growing private software company in the US on the Inc. 5000 and amongst the top 10 fastest-growing companies by the Deloitte Technology Fast 500. Founded in 2016 with a permanent capital base setup to preserve the legacy of founders, Banyan focuses on a buy and hold for life strategy for growing software companies that serve specialized vertical markets.

Key Responsibilities:

IT Procurement and Deployment:

• Manage procurement, deployment, and lifecycle management of IT hardware and software.
• Develop vendor relationships and negotiate contracts to ensure cost-effective solutions.

IT Support and Maintenance:

• Oversee ongoing maintenance and support for IT infrastructure and end-user devices.
• Provide hands-on troubleshooting and support for critical IT issues when required.
• Establish and monitor IT support KPIs and SLAs.

Core Office Productivity Tools:

• Administer and support office productivity tools such as Google Workspace suite, Zoom, Slack, Microsoft Office 365, collaboration platforms, and communication systems.
• Ensure seamless integration and functionality across global locations.

Business Applications Support:

• Provide support for key business applications, ensuring availability and performance.
• Act as a hands-on technical expert in managing and troubleshooting application-related issues.

Lead Helpdesk tasks:

• Delegate tasks effectively while remaining accessible for technical guidance and support.
• Create SOPs for technical guidance and support.

Stakeholder Management:

• Collaborate with internal stakeholders across departments to understand and address their IT needs.
• Act as the primary liaison between the India IT team and global IT leadership, ensuring alignment with corporate objectives.
• Communicate IT strategies, updates, and project progress to senior leadership and stakeholders.

Governance and Compliance:

• Ensure IT policies and practices comply with global standards and local regulations.
• Proactively mitigate risks related to IT security, data privacy, and business continuity.

Qualifications and Skills:

Educational Background:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Master’s degree or certifications in IT management (e.g., ITIL, PMP) is a plus.

Experience:

• 10+ years of experience in IT operations and management within a global organization, with at least 3 years as a Senior / lead helpdesk role
• Proven ability to balance strategic leadership, stakeholder engagement, team management, and hands-on technical work.

Technical Skills:

• Knowledge of IT infrastructure, networking, and cybersecurity principles.
• Proficiency in office productivity tools, enterprise applications, and cloud platforms.

Desirable Certifications:

Certifications like ITIL, PMP, CISSP, Microsoft Certified: Azure Administrator, or AWS Certified Solutions Architect, Google cloud administrator are desirable and will be considered an advantage.

1. IT Management and Strategy Certifications:

• ITIL (Information Technology Infrastructure Library): Foundation or Intermediate level, for expertise in IT service management.
• COBIT (Control Objectives for Information and Related Technologies): For IT governance and management.
• CIO Executive Council Certifications: Relevant for IT leadership roles.

3. Project Management Certifications:

• PMP (Project Management Professional): For managing IT projects effectively.
• PRINCE2 (Projects IN Controlled Environments): Widely used in IT project management.

5. Cloud and Infrastructure Certifications:

• AWS Certified Solutions Architect (Associate/Professional): For cloud platform expertise.
• Microsoft Certified: Azure Solutions Architect Expert: For proficiency in Microsoft’s cloud services.
• CompTIA Server+ or Network+: For foundational IT infrastructure knowledge.

7. Cybersecurity Certifications:

• CISSP (Certified Information Systems Security Professional): For IT security leadership.
• CISM (Certified Information Security Manager): For IT security management practices.
• CEH (Certified Ethical Hacker): For foundational cybersecurity knowledge.

9. Productivity Tools and Application-Specific Certifications:

• Microsoft Certified: Modern Desktop Administrator Associate: For managing and deploying Office 365 and Windows environments.
• Microsoft Certified: Dynamics 365 Fundamentals/Administrator: For managing business applications.
• Google Workspace Administrator Certification: For managing Google-based productivity suites.

11. Data and Analytics Certifications:

• ITIL 4 Strategist: Direct, Plan and Improve (DPI): For IT-driven strategic planning.
• Certified Data Management Professional (CDMP): For managing business applications and data strategies.