Senior Help Desk Technician

1 Month ago • 5 Years + • Customer Service

Job Summary

Job Description

As a Senior Help Desk Technician at Lightcast, you will be a critical part of our IT support team, providing technical assistance and support to employees. You will be responsible for resolving complex hardware and software issues, leading incident management, mentoring junior team members, contributing to the IT knowledge base, and ensuring security compliance. This role requires excellent problem-solving skills and a customer-focused attitude. You'll work in a hybrid environment, supporting a global company with offices in multiple countries.
Must have:
  • Provide advanced technical support to end-users
  • Lead the management of IT incidents
  • Mentor and train junior help desk technicians
  • Contribute to IT knowledge base
  • Ensure compliance with security policies
  • Proficiency in Microsoft Windows and Office
  • Excellent problem-solving skills
  • Strong communication skills
Good to have:
  • Familiarity with macOS and Linux
  • IT certifications are desirable
  • Familiarity with ITIL frameworks

Job Details

As a Senior Help Desk Technician at Lightcast, you will be a critical part of our IT support team, providing technical assistance and support to employees. This career-level role is designed for an experienced IT professional with a deep understanding of IT systems, excellent problem-solving skills, and a passion for delivering exceptional customer service. You will lead technical initiatives and mentor junior team members.

Major Responsibilities:

    • Technical Support: Provide advanced technical support to end-users, resolving complex hardware and software issues and ensuring high-quality support.
    • Incident Management: Lead the management of IT incidents, including troubleshooting, resolution, and escalation when necessary.
    • Mentorship: Mentor and train junior help desk technicians, sharing knowledge and best practices.
    • Knowledge Base: Contribute to developing and maintaining the IT knowledge base, ensuring that common issues are documented for easy reference.
    • Problem Resolution: Take ownership of complex technical problems, drive them to resolution, and collaborate with other IT teams when needed.
    • Documentation: Maintain accurate records of support requests, technical issues, and solutions in the help desk tracking system.
    • Security Compliance: Ensure compliance with security policies, procedures, and standards and assist in enforcing security measures.

Skills/Abilities:

    •  Proficiency in Microsoft Windows and Office and familiarity with macOS and Linux.
    • Excellent problem-solving skills and the ability to diagnose and resolve complex technical issues.
    • Strong communication and interpersonal skills with a customer-focused attitude.
    • IT certifications (e.g., CompTIA A+, CompTIA Network+, Microsoft Certified IT Professional) are highly desirable.
    • Familiarity with ITIL or other IT service management frameworks is advantageous.

Education and Experience:

    • Bachelor’s degree in information technology, computer science, or related field.
    • 5+ years of experience in IT support, with a strong background in troubleshooting hardware and software issues.
Lightcast is a global leader in labor market insights with headquarters in Moscow (ID) and Boston (MA) and offices in the United Kingdom, Europe, and India.  We work with partners across six continents to help drive economic prosperity and mobility by providing the insights needed to build and develop our people, our institutions and companies, and our communities. 

Lightcast is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Lightcast has always been, and always will be, committed to diversity, equity and inclusion. We seek dynamic professionals from all backgrounds to join our teams, and we encourage our employees to bring their authentic, original, and best selves to work.

Similar Jobs

Sperasoft - 2D Environment Artist

Sperasoft

Yerevan, Yerevan, Armenia (On-Site)
3 Months ago
London stock Exchange - Software Engineer

London stock Exchange

New York, New York, United States (On-Site)
1 Month ago
Moloco - Head of Sales - Streaming Monetization

Moloco

Los Angeles, California, United States (On-Site)
1 Month ago
Tencent - 3D Artist

Tencent

(On-Site)
4 Months ago
Crowd Strick - Sr. Engineer - Sensor SDET

Crowd Strick

India (Remote)
1 Year ago
Linden lab - Customer Success Specialist

Linden lab

Atlanta, Georgia, United States (On-Site)
6 Months ago
TriCAT gmbh - Customer Success Expert

TriCAT gmbh

Ulm, Baden-Württemberg, Germany (Hybrid)
4 Months ago
Publicis Groupe - Customer Service Representative

Publicis Groupe

Boston, Massachusetts, United States (On-Site)
2 Weeks ago
NielsenIQ - SA&I Customer Success Team Manager

NielsenIQ

Almaty, Almaty Region, Kazakhstan (On-Site)
3 Weeks ago
London stock Exchange - Customer Success Manager

London stock Exchange

Jakarta, Indonesia (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

AECOM - Construction Inspector

AECOM

Pituffik, Avannaata, Greenland (On-Site)
2 Weeks ago
Tesla - Service Technician / Automotive Mechanic

Tesla

London, England, United Kingdom (On-Site)
5 Months ago
Highspot - Salesforce Developer

Highspot

Hyderabad, Telangana, India (Hybrid)
9 Months ago
Springer Group - Enterprise Architect

Springer Group

Berlin, Berlin, Germany (Remote)
1 Month ago
Sumo logic - Sales Talent Pipeline

Sumo logic

United States (Remote)
6 Days ago
Thales - Managing Consultant - SOC Services

Thales

United Kingdom (Remote)
1 Month ago
luxsoft - MUREX CEM

luxsoft

State Of São Paulo, Brazil (On-Site)
4 Weeks ago
Feld Entertainment - Wardrobe Show Support Manager

Feld Entertainment

Ellenton, Florida, United States (On-Site)
4 Months ago
bohemia interactive - Node.js Developer

bohemia interactive

Prague, Prague, Czechia (On-Site)
2 Months ago
Ethos Life - IUL Consumer Sales Agent

Ethos Life

United States (Remote)
2 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Dharmapuri, Tamil Nadu, India

Loyalty Juggernaut - Product Manager

Loyalty Juggernaut

Hyderabad, Telangana, India (On-Site)
11 Months ago
Blinkhealth - Senior Software Engineer

Blinkhealth

India (On-Site)
1 Month ago
undefined - Inside Sales Lead

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Boomi  - Software Principle Engineer - Platform Architecture Service

Boomi

Bengaluru, Karnataka, India (Hybrid)
1 Month ago
Capgemini - Service Delivery Junior Specialist

Capgemini

Chennai, Tamil Nadu, India (On-Site)
1 Month ago
Capgemini - Business Advisor - B

Capgemini

Noida, Uttar Pradesh, India (On-Site)
1 Month ago
SSC Technologies - SQL DBA Manager

SSC Technologies

Gurugram, Haryana, India (On-Site)
1 Month ago
Fluxon - Staff Software Engineer

Fluxon

Gurugram, Haryana, India (Remote)
1 Month ago
Merkur gaming  - Game Mathematician

Merkur gaming

Noida, Uttar Pradesh, India (On-Site)
1 Month ago
Granicus - Technical Product Manager (Operations Cloud)

Granicus

Bengaluru, Karnataka, India (Remote)
1 Month ago

Get notifed when new similar jobs are uploaded

Customer Service Jobs

playrix  - Customer Support Representative (German)

playrix

Serbia (Remote)
8 Months ago
Bluevine India - Manager, Customer Success

Bluevine India

Bengaluru, Karnataka, India (On-Site)
2 Months ago
Publicis Groupe - Customer Service Representative

Publicis Groupe

Honolulu, Hawaii, United States (On-Site)
2 Weeks ago
Sprinkler - Group Director, Customer Success

Sprinkler

London, England, United Kingdom (On-Site)
1 Month ago
undefined - Customer Service Analyst

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Unity - Customer Experience Advisor

Unity

Tokyo, Japan (On-Site)
2 Months ago
Interactive Brokers - Application Support Group Agent (French & German speaking)

Interactive Brokers

Budapest, Hungary (On-Site)
8 Months ago
Veeam Software - Customer Success Representative, Named (Hebrew speaker)

Veeam Software

Czechia (Remote)
6 Days ago
TransPerfect - Player Support Agent - German

TransPerfect

Dublin, County Dublin, Ireland (On-Site)
11 Months ago
Enverus - Customer Support Specialist - Oil and Gas

Enverus

Calgary, Alberta, Canada (Remote)
1 Month ago

Get notifed when new similar jobs are uploaded

About The Company

Chennai, Tamil Nadu, India (Hybrid)

United Kingdom (Remote)

United States (Remote)

Moscow, Idaho, United States (On-Site)

United States (Remote)

Chennai, Tamil Nadu, India (Remote)

Chennai, Tamil Nadu, India (Remote)

United States (Remote)

Chennai, Tamil Nadu, India (Hybrid)

United States (Remote)

View All Jobs

Get notified when new jobs are added by Lightcast

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug