Senior Desktop Support Engineer

We are seeking an experienced and proactive **Senior Desktop Support Engineer** to lead our IT end\-user support operations. In this role, you will be responsible for diagnosing and resolving complex hardware, software, and network issues, while also providing technical guidance to junior support staff. The ideal candidate has a strong background in IT infrastructure management, exceptional troubleshooting skills, and a passion for delivering seamless IT experiences to internal users.

• *Key Responsibilities**

• **Advanced Troubleshooting:** Serve as the escalation point for complex tier\-2 and tier\-3 hardware, software, and network issues across Windows, macOS, and Linux environments.
• **Endpoint Management:** Oversee the deployment, configuration, maintenance, and patching of laptops, desktops, mobile devices, and peripherals using modern Endpoint Management tools (e.g., Intune, SCCM, Jamf).
• **Identity \& Access Management:** Administer user accounts, permissions, and security policies via Active Directory, Azure AD / Entra ID, and Google Workspace/Microsoft 365\.
• **Software \& Application Support:** Install, configure, and troubleshoot enterprise productivity suites, VPN clients, security tools, and proprietary business applications.
• **Network \& Connectivity Support:** Troubleshoot office network connectivity issues, including Wi\-Fi, LAN, WAN, DNS, DHCP, and VPN troubleshooting.
• **Asset Lifecycle Management:** Maintain accurate inventories of hardware and software assets, manage equipment procurement requests, and coordinate hardware repairs with vendors.
• **Documentation \& Process Improvement:** Create clear technical documentation, knowledge base articles, and standard operating procedures (SOPs) to streamline IT support workflows.
• **Mentorship \& Leadership:** Guide and mentor junior support engineers, conduct peer reviews on complex tickets, and assist IT leadership in improving service desk efficiency.

• *Required Qualifications \& Skills**

• **Education:** Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent professional experience).
• **Experience:** Minimum of **4 to 6 years** of experience in IT support, desktop administration, or a similar technical infrastructure role, with at least 1\-2 years in a senior or lead capacity.
• **Technical Proficiency:**
• Deep expertise in operating systems: Windows 10/11, macOS, and familiarity with Linux distributions.
• Hands\-on experience with cloud identity and directory services (Active Directory, Azure AD/Entra ID, Google Workspace, Microsoft 365\).
• Familiarity with MDM (Mobile Device Management) and endpoint deployment solutions (Microsoft Intune, SCCM, Jamf).
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, firewalls).
• **Ticketing Systems:** Proficiency with IT service management (ITSM) tools such as Jira Service Management, ServiceNow, Freshservice, or Zendesk.
• **Soft Skills:** Exceptional problem\-solving abilities, strong customer service orientation, and the ability to communicate technical concepts clearly to non\-technical users.

• *Preferred Certifications**

• Microsoft 365 Certified: Modern Desktop Administrator Associate
• CompTIA Network\+ or Security\+
• ITIL Foundation Certification

Pay: ₹55,000\.00 \- ₹65,000\.00 per month

Work Location: In person