About BPM:
BPM is a full-service accounting firm providing comprehensive assurance, tax, and consulting services to clients globally. We are one of the largest California-based accounting firms and have built our success by focusing on our clients and our people. Our client base encompasses a complex array of sophisticated clients that keep our staff intellectually challenged every day.
Our people-centered culture and firm motto “Because People Matter” has allowed us to be consistently recognized as one of the Best Places to Work in the Bay Area. We are dedicated to providing meaningful careers for all of our employees along with fostering an environment that allows an integrated lifestyle. Our flexible culture allows our professionals to live a balanced lifestyle between their work responsibilities and personal commitments.
Burr Pilger Mayer India Pvt. Ltd. (BPM India) is a subsidiary of BPM LLP. Founded in 1986, BPM is one of the largest California-based accounting and consulting firms, ranking in the top 35 in the country. With 15 different office locations, BPM serves emerging and mid-cap businesses as well as high-net-worth individuals in a broad range of industries, including financial services, technology, life science, manufacturing, food, wine and craft brewing, automotive, nonprofits, real estate and construction. The Firm’s International Tax Practice is one of the largest on the West Coast and its well-recognized SEC practice serves approximately 35 public reporting companies, mostly in the technology industry.
As Senior Administrator/SME on the user engagement team 9Service Desk), you exhibit a high level of professionalism in providing excellent customer service and exercising sound judgment to provide timely resolution of problems for support tiers 1, 2 and 3 along with 24X7 production support experience. You will maintain in-depth knowledge of all desktop systems, applications, and technologies. You will handle the day-to-day IT operations, from hardware setups to account trouble shooting, and provide best-in-class client-side support.
You have hands-on experience across a wide IT scope, including PC hardware, software applications, and OS support experience, including installation, configuration, and troubleshooting. You are customer-focused and motivated by team success and solutions delivery. In this role, you will adapt to new processes and procedures quickly while dealing with a high volume of requests and ambiguity. To succeed, you must be able to demonstrate strong initiative, learn quickly, be flexible, and demonstrate the ability to maintain high levels of productivity with minimal supervision.
As a Sr. Administrator Your role is to ensure proper user systems operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Role & Responsibilities:
- Strategy & Planning
- Develop IT operational plans that align with the firm's overall objectives, focusing on robust and efficient IT service operations.
- Collaborate with senior management and US-based IT teams to set goals and deliverables, ensuring effective communication and stakeholder engagement across geographies.
- Implement technology solutions that enhance operational efficiency and the services delivered by the team globally.
- Service Operations Management:
- Provide daily operations of Tier 1, 2, 3 IT services provided by the support team in India.
- Ensure services are aligned with firm requirements and maintain continuity across all regions where BPM operates.
- Define, monitor, and optimize key performance indicators (KPIs) for IT operations to support organizational demands and future growth.
- Oversee incident and problem response, managing these according to their impact and severity from initiation to resolution.
- Produce, update, and manage IT team processes, documentation, and policies.
- Team Leadership and Development:
- Be part of initiatives for the IT team to cultivate a culture of high performance, ownership, and continuous improvement.
- Support strong collaboration and alignment between Indian and US IT teams, fostering a cohesive work environment.
- Ensure all IT service operations comply with predefined service level agreements (SLAs) and management policies, maintaining high-quality standards.
- Manage the helpdesk team, including scheduling, performance evaluations, and training.
- Analyze helpdesk activities to identify inefficiencies or recurring issues and implement changes to optimize processes.
- Coach staff to perform to their full potential and team expectations.
Requirements:
- Formal Education, background, & Certification
- Bachelor’s degree in a relevant field
- 7 – 12 years of related work experience and technical certifications
- Practical experience in managing IT services according to SLAs and achieving high service quality standards.
- Technical Knowledge & Experience
- 7-12 years of service desk or end user services experience with incident troubleshooting and escalation
- Been experienced with 24X7 production support, rotation shifts, ad-hoc availability for end user services.
- Must be willing to provide support for US PST & CST, & IST hours rotation shifts.
- Working knowledge or been experienced with O365, AZURE, SD Plus Administration, Microsoft Vendor coordination, AZURE AD, Active Directory on Prem support, AZURE Endpoint, Basic understanding on Exchange Admin, Networking, DHCP, DNS, Firewalls & VPN.
- Working knowledge or experienced with Manage Engine Administration & Templates, Service Desk Plus Administration, Active Directory Manager, Creation of Distribution Lists, Shared Mailbox, Dynamic DL creation.
- Good experience in troubleshooting with Microsoft applications i.e Outlook, MS Teams, MS Office, & OneDrive.
- Working knowledge of Windows client, iOS and Android operating systems.
- Having experience/Knowledge or must be willing to learn, understand accounting software (CCH, MS Dynamics, Lacerte and Pfx) new applications from Wolters Kluwer, Microsoft, Box, Bloomberg, Thompson Reuters, Intuit and managing Service Desk request software.
- Experienced with handling IT Assets like Laptops, Monitors, Docking stations, setup, and troubleshooting.
- Familiarity with Microsoft Products and Technology
- Experienced with Laptop OS imaging, desk side user assistance.
- Write, develop knowledgebase articles (SOPs, Known error database) and FAQ lists for end users and team.
- Able to find root causes of problems and quickly determine efficient solutions.
- Knowledge of applicable data privacy practices and laws.
- Excellent verbal and written communication skills with a customer service ethic.
- Comfortable under stress and exhibits poise and focus.
- Should be able to work under minimum supervision to handle customer focused support for remote and on-site employees.
- Escalate incidents with accurate documentation to appropriate team or vendor.
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Support installation and health of various accounting applications.
- Research solutions through internal and external knowledge sources as needed.
- Contribute to technician knowledge base and training as needed.
- Reinforce SLAs to manage end-user expectations.
- Knowledge of the unique challenges of supporting an enterprise with multiple offices and many remote workers around the world
- Provide suggestions for continual improvement.
Availability & Soft Skills:
- Ability to clearly communicate and present ideas, solutions, and plans
- Proficiency in communicating across various levels of an organization, from technical teams to senior management.
- Self-motivated, agile, and able to manage emerging situations independently.
- Ability to navigate and manage cross-cultural environments sensitively and effectively.
- Adaptability to Time Zones: Ability to work in different shits to manage operations across different time zones (US, India and other countries)
