Senior Helpdesk Engineer

Banyan Software provides the best permanent home for successful enterprise software companies, their employees, and customers. We are on a mission to acquire, build and grow great enterprise software businesses all over the world that have dominant positions in niche vertical markets. In recent years, Banyan was named the #1 fastest-growing private software company in the US on the Inc. 5000 and amongst the top 10 fastest-growing companies by the Deloitte Technology Fast 500. Founded in 2016 with a permanent capital base setup to preserve the legacy of founders, Banyan focuses on a buy and hold for life strategy for growing software companies that serve specialized vertical markets.

Key Responsibilities:

IT Procurement and Deployment:

- Manage procurement, deployment, and lifecycle management of IT hardware and software.

- Develop vendor relationships and negotiate contracts to ensure cost-effective solutions.

IT Support and Maintenance:

- Oversee ongoing maintenance and support for IT infrastructure and end-user devices.

- Provide hands-on troubleshooting and support for critical IT issues when required.

- Establish and monitor IT support KPIs and SLAs.

Core Office Productivity Tools:

- Administer and support office productivity tools such as Google Workspace suite, Zoom, Slack, Microsoft Office 365, collaboration platforms, and communication systems.

- Ensure seamless integration and functionality across global locations.

Business Applications Support:

- Provide support for key business applications, ensuring availability and performance.

- Act as a hands-on technical expert in managing and troubleshooting application-related issues.

Lead Helpdesk tasks:

- Delegate tasks effectively while remaining accessible for technical guidance and support.

- Create SOPs for technical guidance and support.

Stakeholder Management:

- Collaborate with internal stakeholders across departments to understand and address their IT needs.

- Act as the primary liaison between the India IT team and global IT leadership, ensuring alignment with corporate objectives.

- Communicate IT strategies, updates, and project progress to senior leadership and stakeholders.

Governance and Compliance:

- Ensure IT policies and practices comply with global standards and local regulations.

- Proactively mitigate risks related to IT security, data privacy, and business continuity.

Qualifications and Skills:

Educational Background:

- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Master’s degree or certifications in IT management (e.g., ITIL, PMP) is a plus.

Experience:

-10+  years of experience in IT operations and management within a global organization, with at least 3 years as a Senior / lead helpdesk role
- Proven ability to balance strategic leadership, stakeholder engagement, team management, and hands-on technical work.

Technical Skills:

• - Knowledge of IT infrastructure, networking, and cybersecurity principles.
  - Proficiency in office productivity tools, enterprise applications, and cloud platforms.

Desirable Certifications:

Certifications like ITIL, PMP, CISSP, Microsoft Certified: Azure Administrator, or AWS Certified Solutions Architect, Google cloud administrator are desirable and will be considered an advantage.

1. IT Management and Strategy Certifications:
• ITIL (Information Technology Infrastructure Library): Foundation or Intermediate level, for expertise in IT service management.
• COBIT (Control Objectives for Information and Related Technologies): For IT governance and management.
• CIO Executive Council Certifications: Relevant for IT leadership roles.
2. Project Management Certifications:
• PMP (Project Management Professional): For managing IT projects effectively.
• PRINCE2 (Projects IN Controlled Environments): Widely used in IT project management.
3. Cloud and Infrastructure Certifications:
• AWS Certified Solutions Architect (Associate/Professional): For cloud platform expertise.
• Microsoft Certified: Azure Solutions Architect Expert: For proficiency in Microsoft’s cloud services.
• CompTIA Server+ or Network+: For foundational IT infrastructure knowledge.
4. Cybersecurity Certifications:
• CISSP (Certified Information Systems Security Professional): For IT security leadership.
• CISM (Certified Information Security Manager): For IT security management practices.
• CEH (Certified Ethical Hacker): For foundational cybersecurity knowledge.
5. Productivity Tools and Application-Specific Certifications:
• Microsoft Certified: Modern Desktop Administrator Associate: For managing and deploying Office 365 and Windows environments.
• Microsoft Certified: Dynamics 365 Fundamentals/Administrator: For managing business applications.
• Google Workspace Administrator Certification: For managing Google-based productivity suites.
6. Data and Analytics Certifications:
• ITIL 4 Strategist: Direct, Plan and Improve (DPI): For IT-driven strategic planning.
• Certified Data Management Professional (CDMP): For managing business applications and data strategies.

Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Global Teams, associates, our Operating Companies, and the communities we serve. As a collective, our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Beware of Recruitment Scams

We have been made aware of individuals fraudulently posing as members of our Talent Acquisition team and extending fake job offers. These scams may involve requests for personal information or payment for equipment. 

Protect yourself by following these steps:

• Verify that all communications from our recruiting team come from an @banyansoftware.com email address.
• Remember, employers will never request payment or banking information during the hiring process.
• If you receive a suspicious message, do not respond — instead, forward it to careers@banyansoftware.com and/or report it to the platform where you received it.

Your safety and security are important to us. Thank you for staying vigilant.