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!
What you'll do
In this role, you will provide front-end and back-end support in our primarily Mac environment. This role will support US West and East coast working hours.
As such, this role will be 100% remote but within the proximity of our Hyderabad or Bangalore office.
Working hours would be 6PM - 3AM IST for the East Coast support and 9PM - 6AM IST for the West Coast support.
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 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)
