Your opportunity
New Relic is seeking a highly skilled Lead IT Support Technician to join our dynamic team. The ideal candidate will possess leadership abilities, a high level of technical expertise, and excellent English communication skills. You will be responsible for troubleshooting complex technical issues, mentoring team members, and implementing IT solutions that enhance efficiency and performance.
If you are a proactive problem-solver with a passion for technology and a proven track record in IT support, we encourage you to apply and become a pivotal part of New Relic’s innovative environment.
What you'll do
In this role, you will provide front-end and back-end support in our primarily Mac environment. This is a mainly office based role, which means you will work out of our Hyderabad/Bangalore office a minimum of three days per week (Tue/Wed/Thurs). You will also provide remote support to New Relic employees globally. 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
- 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 JSM 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, JSM)
- Familiarity with generative copilot platforms (Moveworks)
- 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 (Good to have)
- CrashPlan(Good to know)
- ITIL Certificate (Good to have)
- Google IT Support Professional certification
- Comfortable using a command line
- Familiarity with a scripting or coding language (Python, Bash, Javascript, Java)
