We are seeking an experienced IT Support Specialist – Senior to lead high-quality end-user support, hardware troubleshooting, and application assistance across Windows, Linux, and macOS platforms. Beyond hands-on resolution, this role owns AV operations governance, mentors junior support staff, drives process and automation improvements across the end user onsite support and service desk, and works closely with internal teams and vendors to ensure seamless, scalable IT service delivery and continuous improvement mindset.
End-User & IT Support:
- Provide Level 2/3 support for laptops (hardware diagnostics, replacements, vendor coordination) and act as the escalation point for complex or repeat issues.
- Troubleshoot and resolve issues across Windows, Linux (Ubuntu), and macOS, mentor junior technicians on advanced diagnostics.
- Managed imaging, OS deployment, software installation, driver updates, and post-deployment validation.
- Coordinated with imaging, networking, and security teams to ensure smooth migration
- Support internal and SaaS-based applications, including email, VPNs, printers, and network connectivity.
- Own and continuously improve IT ticketing workflows to track incidents and service requests, identifying recurring issues for permanent fixes.
- Build and maintain documentation, SOPs, and troubleshooting playbooks; review and standardize documentation created by junior team members.
- Lead workstation visits for physical connectivity or issue diagnosis and act as senior point of contact for new hire setup (monitors and other asset installation).
Gen AI & Automation for End-User Support and Service Desk Operations
- Identify repetitive, high-volume ticket categories (password resets, access requests, standard hardware issues) and design automation or self-service workflows to reduce manual effort.
- Collaborated with automation teams supporting infrastructure automation initiatives
- Proven hands-on experience in Automation on service improvements and volume reduction.
- Evaluate and pilot Gen AI-powered tools (AI chatbots, virtual agents, knowledge-based copilots) for L1/L2 query deflection and faster first-response times.
- Use Gen AI tools to draft, summarize, and continuously refine SOPs, troubleshooting playbooks, and knowledge base articles from historical ticket data.
- Partner with IT Infrastructure and vendors to implement automated asset lifecycle workflows (auto-provisioning, auto-ticket routing, auto-CMDB updates) to reduce manual tracking errors.
- Analyse ticket trends and service desk metrics using AI/analytics tools to proactively flag recurring problems and recommend root-cause fixes.
- Automated routine administrative activities using PowerShell, Workflows and AI Tools
IT Hardware Asset Lifecycle Management, Audits and Compliance
- Own the full lifecycle of IT hardware assets from request, procurement, deployment, refresh, return, and disposal.
- Ensure all assets are accurately recorded and maintained in the CMDB/Asset Management System, drive data accuracy audits.
- Track ownership, location, warranty, lifecycle status, and asset tags.
- Drive inventory hygiene, OOW disposal, and laptop readiness tracking; manage spare inventory with 100% matching on procurement versus allocation.
- Lead periodic physical and system-based asset audits and report on compliance gaps.
- Ensure PC refresh activities follow policy, and CMDB records remain accurate.
Audio-Visual (AV) Support
- Set up, operate, and troubleshoot AV equipment for meetings and events, including complex or executive-level setups, Tow-Halls setup and Management.
- Support audio systems, microphones, and video conferencing solutions; troubleshoot escalations from junior AV support staff.
- Ensure flawless AV execution for in-person and virtual events, including contingency planning for critical meetings.
Collaboration & Vendor Management
- Work closely with IT Infrastructure, AV, Security, and Facilities teams on cross-functional initiatives, representing the service desk in planning discussions.
- Coordinate with and manage third-party vendors for warranty claims, service fulfilment, and SLA adherence.
- Ensure hardware call logs are placed on time with no impact to users; own BAU continuity for the support function.
- Bachelor's degree (B.Sc., B.Tech.) or diploma in Computer Science, Electronics, AV, or related fields.
- 10–12 years of hands-on IT support experience across multi-OS environments, including experience mentoring or leading junior support staff.
- Proficient in troubleshooting Windows, macOS, and Linux (Mandatory Requirement).
- Experience in Windows, macOS, Office 365, Active Directory, and endpoint management tools (e.g., Intune, SCCM, JAMF).
- Experience of networking fundamentals and remote access technologies (VPN, VDI, etc.).
- Strong working knowledge of Active Directory, remote support tools, and endpoint security practices.
- Hands-on experience implementing Gen AI or automation tools (chatbots, RPA, workflow automation) within an IT support or service desk environment.
- Excellent analytical, communication, and interpersonal skills; ability to guide and coach junior team members.
- 5 Days Work from Office in a Week (No work from home option).
- Certifications: Apple ACSP, ITIL Foundation/Intermediate is a plus.
- Experience supporting hybrid (remote + in-office) workforce environments.
- Familiarity with ITIL processes, asset management tools, and service desk automation/AI platforms (e.g., ServiceNow AI, Microsoft Copilot, chatbot tools).
- Hands on experience in PowerShell or Python
- Agile/Lean experience in support operations or continuous improvement initiatives.