Senior IT Helpdesk Technician

PORCH INDIA PRIVATE LIMITED; United States; Remote; USD 6,400 - 12,000; Full time

Benefits offered by this job

Remote position based in India

Job summary

PORCH INDIA PRIVATE LIMITED is seeking an IT Support specialist to provide advanced remote assistance for employees, troubleshoot complex issues across end-user devices and workplace apps, and guide junior technicians.

You will coordinate equipment deployment, maintain ticket records, and seek ongoing improvements to IT service quality while aligning with SLAs. The role is remote and India-based, supporting global teams.

Qualifications

• Extensive experience troubleshooting end-user technology and enterprise hardware and software.

Responsibilities

• Diagnose and resolve complex employee technology issues by phone, chat, and remote support tools.
• Coordinate setup, configuration, and deployment of employee equipment in line with IT standards.
• Monitor work orders and tickets, keeping records current and meeting service-level targets.
• Support and maintain helpdesk systems, including tracking ticket status and capturing information from calls and emails.
• Lead laptop and desktop support work and share guidance with junior technicians.
• Identify process improvements that strengthen IT service delivery.

Skills

End-user troubleshooting

Remote support

Mentoring juniors

Ticket management

Service-oriented

Tools

Windows

macOS

Microsoft 365

Teams

Slack

Zoom

RingCentral

Job description

Role overview

Provide advanced IT support to employees, resolving complex issues across end-user devices, business applications, and workplace technology. Alongside hands-on troubleshooting, you will help guide junior technicians, coordinate equipment deployment, and improve helpdesk processes and service quality. The role is remote in India.

Responsibilities

• Diagnose and resolve complex employee technology issues by phone, chat, and remote support tools.
• Coordinate setup, configuration, and deployment of employee equipment in line with IT standards.
• Monitor work orders and tickets, keeping records current and meeting service-level targets.
• Support and maintain helpdesk systems, including tracking ticket status and capturing information from calls and emails.
• Lead laptop and desktop support work and share guidance with junior technicians.
• Identify process improvements that strengthen IT service delivery.

Requirements

• Extensive experience troubleshooting end-user technology and enterprise hardware and software.
• Practical support experience with Windows and macOS devices.
• Familiarity with Microsoft 365, Teams, Slack, Zoom, RingCentral, or similar workplace applications.
• Ability to investigate complex issues and provide clear guidance through remote channels.
• Strong service orientation and the ability to mentor less experienced technicians.
• Careful ticket management and attention to service-level expectations.

Benefits and work setup

• Remote position based in India.