IT Support Engineer - Desktop and Mac Hardware Support

Job Description

As a Desktop Support Technician at New Relic, you will join a global team dedicated to shaping the future of observability. Your role will include Tier 1 and Tier 2 technical support, ranging from password resets to systems administration. In addition to daily tasks, you will have opportunities to lead projects, learn new platforms, and collaborate with cross-functional teams. Soft skills are essential in this role, along with excellent English communication skills.**Role Overview:**You will be responsible for providing comprehensive front-end and back-end support within New Relics primarily Mac environment, ensuring seamless operations for colleagues on the US West and East coasts. This is a 100% remote position, requiring candidates to be located near the Hyderabad or Bangalore offices. Your working hours will be adjusted to support US time zones.**Key Responsibilities:**- Respond to internal support inquiries through various channels- Configure and set up IT hardware, including laptops, printers, and peripherals- Provide technology enablement services and training- Manage user accounts, system access, and hardware inventory- Install, configure, and troubleshoot software packages- 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**Qualifications Required:**- Several years of experience supporting Mac hardware- Proficiency with SaaS applications like Google Workspace, Okta, Zoom, and Slack- Network knowledge and troubleshooting skills- Familiarity with JAMF Pro and CrashPlan- Strong soft skills such as critical thinking, problem-solving, and leadership- Empathy and a focus on providing an excellent end-user experience- Passion for learning and new technologies- Ability to work independently and as part of a team**Additional Company Details:**New Relic fosters a diverse, welcoming, and inclusive environment where every individual feels empowered to bring their authentic selves to work. The company values different backgrounds and experiences, inspiring continuous improvement in products and organizational culture. New Relic supports a flexible workforce model to enable professional and business success for all employees.If you resonate with our mission and values, we encourage you to apply and be part of our innovative team at New Relic. As a Desktop Support Technician at New Relic, you will join a global team dedicated to shaping the future of observability. Your role will include Tier 1 and Tier 2 technical support, ranging from password resets to systems administration. In addition to daily tasks, you will have opportunities to lead projects, learn new platforms, and collaborate with cross-functional teams. Soft skills are essential in this role, along with excellent English communication skills.**Role Overview:**You will be responsible for providing comprehensive front-end and back-end support within New Relics primarily Mac environment, ensuring seamless operations for colleagues on the US West and East coasts. This is a 100% remote position, requiring candidates to be located near the Hyderabad or Bangalore offices. Your working hours will be adjusted to support US time zones.**Key Responsibilities:**- Respond to internal support inquiries through various channels- Configure and set up IT hardware, including laptops, printers, and peripherals- Provide technology enablement services and training- Manage user accounts, system access, and hardware inventory- Install, configure, and troubleshoot software packages- 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**Qualifications Required:**- Several years of experience supporting Mac hardware- Proficiency with SaaS applications like Google Workspace, Okta, Zoom, and Slack- Network knowledge and troubleshooting skills- Familiarity with JAMF Pro and CrashPlan- Strong soft skills such as critical thinking, problem-solving, and leadership- Empathy and a focus on providing an excellent end-user experience- Passion for learning and new technologies- Ability to work independently and as part of a team**Additional Company Details:**New Relic fosters a diverse, welcoming, and inclusive environment where every individual feels empowered to bring their authentic selves to work. The company values different backgrounds and experiences, inspiring continuous improvement in products and organizational culture. New Relic supports a flexible workforce model to enable professional and business success for all employees.If you resonate with our mission and values, we encourage you to apply and be part of our innovative team at New Relic.

Keyskills :
Network troubleshootingSoft skillsZoomInventory managementScripting languagesMac hardware supportSaaS applicationsJAMF ProCrashPlanEmpathyTechnology learningTicketing systemGoogle WorkspaceOktaSlackServicesupport