Sr. Desktop Support Specialist

Location and Timings

India – Remote

PST Hours

Responsibilities:

• Extremely proficient in Tier I, II & III Troubleshooting of Laptop Hardware/Software & Associated Peripherals, Windows-OS, Microsoft/Generic Applications, and basic knowledge of iOS devices, etc.
• Office 365 Administration – Exchange, SharePoint, Endpoint & Teams Administration
• Knowledge of configuring, monitoring, security, and inventory tools in end-user devices.
• Working knowledge of Microsoft Azure, Intune and basic understanding of AWS and Networking principles.
• Basic understanding of Windows Server OS and efficiency in Azure, On-Prem Active Directory and Group Policy
• Proficient in Anti-Virus/EDR management
• High level knowledge of Ticketing Systems and identifying trends from those systems. Preferably ServiceNow
• Basic PowerShell scripting to support Active Directory, Office 365 Administration, and other day to day activities.
• Experienced in purchasing and planning of enterprise-wide Laptop & other Hardware distribution, and proficient with IT purchasing practices.
• Ability to train and mentor junior level & outsourced staff.
• Ability to create documentation and SOPs for team.
• Ability to perform ticket analytics and provide daily updates and reports around the ticket analytics to the management
• Basic understanding of Audio/Video Conference devices, Printers and other infrastructure supporting devices like Door Security Systems etc.
• Excellent Communication skills with ability to deal with end-users in various regular & challenging situations.

Requirements:

Education: Bachelor’s degree in computer science required but not mandatory.

Work Experience: 7-10 years of hands-on experience in helpdesk, desktop support within a professional environment.

Technical Skills (Preferred)

• Expert troubleshooting skills for desktops, laptops, peripherals, and workstation hardware.
• Advanced remote support and end-user issue resolution capabilities.
• Proficiency with Windows 11 and macOS environments.
• Experience with Microsoft 365 administration and troubleshooting.
• Hands-on knowledge of ITSM/ITIL practices, preferably ServiceNow.
• Support experience for iOS and Android devices.
• Understanding of endpoint security, antivirus, and device management.
• Solid foundation in Active Directory, user administration, and access management.
• Working knowledge of networking fundamentals
• Experience troubleshooting printers and print services.
• Familiarity with remote support tools such as BeyondTrust (Bomgar).
• Ability to act as a technical SME, lead escalations, and drive issue resolution.

Additional Skills

• Strong Ticket Analysis and Report generation
• Excellent verbal and written communication skills
• Strong customer service, communication, and stakeholder management skills.

Ability to work collaboratively and manage multiple priorities