Desktop Support Engineer

About Blackhawk Network:

Today, through BHN’s single global platform, businesses of all kinds can tap into the world’s largest network of branded payment solutions. BHN helps businesses grow revenue, increase loyalty, motivate and reward their teams, disburse funds and engage consumers. Branded payment solutions include the issuance and distribution of gift cards, egifts, corporate payouts and rewards, along with the technology to deliver these products in seamless, integrated ways. BHN’s network spans the globe with more than 400,000 consumer touchpoints. Learn more at BHN.com.

Overview:

This IT Support role in Calicut is responsible for coordinating all Corporate IT services and projects within India with support from two colleagues in Bangalore, two colleagues in Australia and a global support team with main offices in California, the UK and El Salvador.

From Calicut, this role will support ~650 staff throughout India, another ~200 in APAC and a total of up to ~5000 globally who use laptops running Windows 10 and MacOS.

The Onsite Service Desk team provide local eyes, ears and hands to the global leads in IT Support, Desktop Engineering, Networking, Voice & Data, Infosec and other teams as appropriate.

A good candidate will have expert-level experience providing complex IT support remotely and in-person, may have experience leading or planning IT projects and will possess technical certifications in IT support, desktop support, service management and/or networking.

An ideal candidate would also have experience with ticket management systems, reporting, documentation, process improvement & automation, logistics and shipping/customs and possess regional culture and language skills.

Responsibilities:

Immediate:

• Own the corporate hardware in the Calicut office (including network infrastructure and AV equipment);
• Own asset management for staff based in the Calicut office and assist with asset management for all staff in India;
• Own imaging & deployment of laptops across India for new starters, replacements, corporate acquisitions and refresh projects;
• Be the on-site owner for local projects such as Zoom Room installs, bulk laptop refreshes and platform migrations;
• Be the hands-on representative of global Corporate IT in APAC;
• Assist the global team with remote phone support on a regular schedule.
  
  

Future:

• Improve & standardise support processes in Calicut to match global processes;
• Document Calicut-specific and India-specific considerations and processes;
• Improve and standardise global processes and knowledge;
• Take initiative to improve & standardise inefficiencies when found.
  
  

Qualifications:

• Extensive experience providing IT support remotely and face-to-face.
• Extensive experience supporting/administering many of the following: Windows 10, MacOS, SCCM, Jamf, Zoom, Microsoft Teams, Okta, Duo, Intune, Confluence, Microsoft 365, ServiceNow.
• Microsoft, Mac and/or Cisco certifications; ITIL 4 Foundation certificate.
• Demonstrated experience supporting software developers and DevOps teams.