Sr. Desktop Support Specialist

Accountabilities: • Provide Tier I, II, and III troubleshooting for laptops, desktops, workstation hardware, peripherals, Windows operating systems, Microsoft applications, and associated end-user technologies.

• Deliver advanced remote support and resolve complex technical issues across Windows 11, macOS, iOS, Android, and enterprise applications.

• Administer and troubleshoot Microsoft 365 services, including Exchange, SharePoint, Endpoint, and Teams.

• Manage and support endpoint configuration, monitoring, security, and inventory tools across the end-user device environment.

• Support Microsoft Azure and Intune environments while maintaining working knowledge of AWS and core networking principles.

• Administer and troubleshoot Active Directory, Group Policy, user accounts, access management, and related Windows Server environments across cloud and on-premises infrastructure.

• Manage antivirus and endpoint detection and response (EDR) solutions to help maintain a secure end-user computing environment.

• Use ITSM and ticketing platforms, preferably ServiceNow, to manage incidents, identify recurring issues, analyze trends, and improve service delivery.

• Develop basic PowerShell scripts to support Active Directory, Microsoft 365 administration, and routine technical operations.

• Support enterprise-wide purchasing, planning, deployment, and distribution of laptops and other hardware while following established IT purchasing practices.

• Create and maintain technical documentation, standard operating procedures, and knowledge resources for the support team.

• Analyze ticket data and provide daily updates, reports, and actionable insights to management.

• Support audio/video conferencing equipment, printers, print services, door security systems, and other infrastructure-related end-user devices.

• Act as a technical subject matter expert for escalations, coordinating troubleshooting efforts and driving issues through to resolution.

• Train and mentor junior-level and outsourced support staff while promoting consistent technical and customer service standards.

• Communicate effectively with end users and stakeholders, including in challenging or high-pressure situations, while maintaining a customer-focused approach.

Requirements

• 7–10 years of hands-on experience in helpdesk, desktop support, or end-user computing within a professional environment.

• Bachelor’s degree in Computer Science or a related field is preferred but not mandatory.

• Expert-level troubleshooting skills across desktop and laptop hardware, workstation operating systems, peripherals, and end-user applications.

• Strong experience providing advanced remote support and resolving complex end-user issues independently.

• Proficiency with Windows 11 and macOS environments, with additional experience supporting iOS and Android devices.

• Hands-on experience with Microsoft 365 administration and troubleshooting, including Exchange, SharePoint, Endpoint, and Teams.

• Solid understanding of Active Directory, user administration, access management, Group Policy, and Windows Server fundamentals.

• Working knowledge of Microsoft Azure and Intune, with basic familiarity with AWS and networking principles.

• Experience with endpoint security, antivirus, EDR, and device management technologies.

• Strong understanding of ITSM/ITIL practices and experience working with ticketing platforms, preferably ServiceNow.

• Experience troubleshooting printers, print services, conferencing equipment, and other workplace technology.

• Familiarity with remote support tools such as BeyondTrust/Bomgar.

• Basic PowerShell scripting capabilities for administration and automation tasks.

• Experience with ticket analysis, trend identification, reporting, and generating actionable service insights.

• Ability to act as a technical SME, lead escalations, perform root-cause analysis, and drive issues to resolution.

• Strong verbal and written communication skills, combined with excellent customer service and stakeholder management abilities.

• Ability to collaborate effectively, manage multiple priorities, mentor colleagues, and maintain a high standard of service in a fast-paced environment.

Benefits

• Fully remote work opportunity within India.

• Full-time position supporting a distributed technology environment.

• Opportunity to work across a broad range of enterprise technologies, including Microsoft 365, Azure, Intune, Active Directory, endpoint security, and ITSM platforms.

• Exposure to complex technical escalations and opportunities to serve as a senior subject matter expert.

• Opportunities to mentor junior and outsourced team members and contribute to support-process improvements.

• Professional development through hands-on experience with modern workplace and cloud technologies.

• Competitive compensation and employee benefits aligned with the local employment package.

• Healthcare and other employee support benefits, subject to applicable company policies and local employment terms.

• Collaborative working environment with opportunities to contribute to documentation, automation, reporting, and operational excellence.

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