Senior IT Helpdesk Technician

Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship. We differentiate and look to win in the massive and growing homeowners insurance opportunity by

1) providing the best services for homebuyers

2) led by advantaged underwriting in insurance

3) to protect the whole home

As a leader in the home services software-as-a-service (“SaaS”) space, we’ve built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies.

In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED.

Job Title: Senior IT Helpdesk Technician

Location: India

Workplace Type: Remote

Job Summary

The future is bright for the Porch Group, and we'd love for you to be a part of it as our Senior IT Helpdesk Technician with the IT Operations team.

As the Senior IT Helpdesk Technician at Porch, you will lead the analysis, troubleshooting, and resolution of complex end-user and technology issues within the Porch Group's Information Technology Operations department. This role is pivotal in providing advanced technical support to Porch Group employees, mentoring junior technicians, and driving process improvements to enhance IT service delivery.

Additionally, you will provide expert assistance via telephone, chat, and advanced remote tools, delivering best practices and guidance on business-specific applications and hardware. The ideal candidate will have extensive experience of troubleshooting IT products, including Microsoft Windows, MacOS, Office 365, MS Teams, Slack, Zoom, RingCentral and other enterprise-grade hardware and software.

What You Will Do As A Senior IT Helpdesk Technician

• Oversee the setup, configuration, and deployment of equipment for employee use, ensuring compliance with IT standards.

• Proactively monitor and manage work orders, troubleshoot tickets, and ensure adherence to service-level agreements (SLAs) for timely resolution.

• Maintain and enhance helpdesk systems, including ticket updates, status tracking, and data collection from emails and calls to provide high-quality user support.

• Lead laptop and desktop re-imaging processes for redeployments, ensuring optimal performance and security.

• Ensure proper installation and configuration of operating systems (Windows, MacOS) and enterprise software applications.

• Provide advanced technical support to resolve complex software and hardware issues, mentoring junior team members as needed.

• Develop, maintain, and enhance an IT knowledge base, including detailed technical documentation, procedures, and user training materials.

• Install, configure, and troubleshoot operating systems, software applications, peripheral devices, and network connectivity issues at an advanced level.

• Deliver exceptional customer service by resolving employee IT issues via email, chat, telephone, or in-person in a professional and approachable manner.

• Manage user account administration, including creating, modifying access permissions, and decommissioning accounts securely.

• Design and implement scripting and automation solutions to streamline repetitive tasks and improve operational efficiency.

• Enforce security standards, oversee patch management for supported endpoints, and ensure compliance with regulatory frameworks such as SOX and PCI.

• Collaborate with cross-functional teams to resolve complex IT issues and contribute to strategic IT initiatives.

• Lead IT-related projects, including system upgrades, process improvements, and technology deployments, as assigned.

• Stay current with emerging technologies and recommend innovative solutions to enhance IT support operations.

• Perform other IT related duties or projects, as assigned.

What You Will Bring As A Senior IT Helpdesk Technician

• Exceptional communication skills (verbal and written in English), with a focus on clarity, professionalism, and mentoring junior staff.

• Bachelor's degree in an IT-related field or 6+ years of progressive experience in corporate IT support roles.

• Expert-level knowledge of Microsoft Windows and MacOS operating systems, with advanced troubleshooting capabilities.

• Superior organizational and prioritization skills, with the ability to assess business impact and manage competing priorities effectively.

• Strong leadership and interpersonal skills, with a proven ability to build relationships across multiple business functions.

• Ability to manage multiple concurrent projects and adapt to rapidly changing priorities in a fast-paced environment.

• 6+ years of relevant corporate IT support experience, ideally in a high-growth, dynamic SaaS environment.

• In-depth knowledge of regulatory compliance standards, including SOX, PCI, and other relevant frameworks, to ensure adherence to legal and security requirements.

• Advanced understanding of IP addressing, DHCP, DNS, and routing, with the ability to troubleshoot complex network issues.

• Proficiency in scripting and automation (e.g., PowerShell, Bash, or Python) to optimize IT workflows.

• Relevant IT certifications (e.g., CompTIA A+, Network+, ITIL, Microsoft Certified Professional, or equivalent) are highly desirable.

• Experience leading IT helpdesk teams or mentoring junior technicians preferred.

• Familiarity with ITIL frameworks and best practices for IT service management preferred.

• Advanced knowledge of enterprise tools such as Fresh Service, NinjaOne, Okta, or other IT management platforms preferred.

• Proven ability to manage large-scale IT deployments or system migrations preferred.

• Excellent written and communication skills in English language.

• Proven experience working with US based business teams.

• Ability to work within core US business hours / time zone expectations - Eastern Standard Time (EST) overlap.

• Working Hours: 8 Hours (Excluding breaks)  
  4 Core US Hours Overlap (7:30pm- 11:30pm IST)  
  4 flexible hours (IST) .

• Workspace: A quiet, dedicated space to work, and a reliable internet connection with a minimum speed of 50 Mbps.

What You Will Get As A Porch Group Team Member

Pay Range*: ₹10,68,800 – ₹14,96,300 INR Annually

*Please know your actual pay at Porch will reflect a number of factors among which are your work experience and skillsets, job related knowledge, alignment with market and our Porch employees, as well as your geographic location.

Our benefits package will provide you with comprehensive coverage for your health, life, and financial wellbeing.

• Our benefits include medical insurance, accident insurance and retiral benefits

• Our wellness programs include 12 company-paid holidays, 2 flexible holidays, privilege/earned leave, casual/sick leave, paid maternity and paternity leaves, and weekly wellness events.

#LI-PD1 
#LI-REMOTE 

What’s next?

Submit your application below and our Talent Acquisition team will be reviewing your application shortly! If your resume gets us intrigued, we will look to connect with you for a chat to learn more about your background, and then possibly invite you to have virtual interviews. What's important to call out is that we want to make sure not only that you're the right person for us, but also that we're the right next step for you, so come prepared with all the questions you have!

Porch is committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard and empowered to bring their full, authentic selves to work.

Porch is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable laws, regulations, and ordinances.