We are seeking an experienced Senior Desktop Support Engineer to provide advanced IT support for end-user devices, desktop infrastructure, and enterprise IT environments. The ideal candidate should have strong troubleshooting skills, experience managing Windows environments, Active Directory, Microsoft 365, networking, and IT asset management. The candidate will also mentor junior engineers and ensure timely resolution of IT incidents while maintaining high service standards.
Key Responsibilities
- Provide L2/L3 technical support for desktops, laptops, printers, scanners, and other IT peripherals.
- Install, configure, troubleshoot, and maintain Windows 10/11 operating systems.
- Configure and support Microsoft Office 365 applications including Outlook, Teams, OneDrive, and SharePoint.
- Manage user accounts, groups, and permissions using Active Directory.
- Perform password resets, account unlocks, and Group Policy troubleshooting.
- Diagnose and resolve hardware issues related to desktops, laptops, monitors, docking stations, and accessories.
- Handle software installation, upgrades, and patch management.
- Support network connectivity issues including LAN, WAN, Wi-Fi, VPN, DNS, DHCP, and TCP/IP.
- Configure and troubleshoot printers, network printers, scanners, and multifunction devices.
- Coordinate hardware replacement and warranty support with OEM vendors.
- Maintain IT asset inventory and lifecycle management.
- Create and maintain technical documentation, SOPs, and knowledge base articles.
- Support remote users using remote support tools.
- Monitor and resolve incidents through ITSM tools such as ServiceNow, ManageEngine ServiceDesk, Jira, or Freshservice.
- Escalate complex issues to server, network, or security teams when required.
- Assist in IT infrastructure projects, system upgrades, office setups, and migrations.
- Ensure compliance with IT security policies and organizational standards.
- Guide and mentor junior desktop support engineers.
- Maintain SLA compliance and deliver excellent customer service.
Required Skills
- Windows 10 & Windows 11 Administration
- Active Directory (Users & Computers)
- Microsoft Office 365 Administration
- Microsoft Outlook Configuration & Troubleshooting
- Azure AD / Microsoft Entra ID (Basic Knowledge)
- Intune / Endpoint Manager (Preferred)
- Group Policy (GPO)
- BitLocker
- Windows Deployment
- Imaging Tools (MDT, SCCM, Clonezilla, Ghost)
- Printer & Peripheral Support
- Network Troubleshooting (LAN, WAN, VPN)
- TCP/IP, DNS, DHCP
- Remote Support Tools (AnyDesk, TeamViewer, Remote Desktop)
- IT Asset Management
- Hardware Troubleshooting
- Antivirus & Endpoint Security
- Ticketing Tools (ServiceNow, ManageEngine, Jira, Freshservice)
Preferred Certifications
- Microsoft Certified (MD-102 or equivalent)
- CompTIA A+
- CompTIA Network+
- ITIL Foundation
- Microsoft 365 Certified
- Azure Fundamentals (AZ-900) – Preferred
Educational Qualification
- Bachelor's Degree in Computer Science, Information Technology, or related field.
- Diploma or relevant technical certifications are also acceptable.
Preferred Experience
- 5–8 years of Desktop Support experience in a corporate or enterprise environment.
- Experience supporting 300+ end users.
- Experience handling VIP/VVIP user support.
- Exposure to enterprise IT infrastructure and endpoint management.
- Experience working with SLA-driven support environments.
Soft Skills
- Strong analytical and troubleshooting abilities.
- Excellent verbal and written communication skills.
- Customer-focused approach.
- Ability to work under pressure and meet SLAs.
- Leadership and mentoring capabilities.
- Good documentation and reporting skills.
- Team player with strong time management.
Salary
₹5 LPA – ₹8.5 LPA (Depending on experience, skills, and interview performance.)
Pay: ₹35,000.00 - ₹50,000.00 per month
Work Location: In person