Job Summary :
We are looking for a proactive and experienced Senior Desktop Engineer (L2) to provide advanced technical support while coordinating day-to-day desktop support operations. The ideal candidate will possess strong troubleshooting expertise, leadership skills, and the ability to collaborate with cross-functional teams, vendors, and business stakeholders to ensure seamless IT support services and high customer satisfaction.
Key Responsibilities :
Technical Responsibilities Provide Level 2 support for desktops, laptops, printers, scanners, mobile devices, and peripherals.
Install, configure, troubleshoot, and maintain Windows, macOS, and standard business applications.
Diagnose and resolve hardware, software, operating system, network, VPN, and email related issues.
Manage Microsoft 365, Outlook, Active Directory, Azure AD, Intune, SCCM/MECM, and endpoint security solutions.
Perform system upgrades, OS deployment, patch management, and preventive maintenance.
Support user account management, access provisioning, password resets, and MFA. Handle desktop migrations, system refreshes, and infrastructure rollout activities. Perform Root Cause Analysis (RCA) for recurring incidents and implement preventive solutions.
Maintain IT asset inventory, software licensing, and technical documentation.
Escalate critical issues to Infrastructure, Network, Security, or Application teams when required.
Coordination & Team Management Responsibilities :
Coordinate daily service desk and desktop support activities to ensure timely incident resolution.
Monitor ticket queues and ensure SLA compliance for incidents and service requests. Prioritize and assign tickets to desktop support engineers based on workload and business priority.
Act as the primary point of contact between end users, IT teams, vendors, HR, and business stakeholders.
Coordinate onboarding and offboarding activities, including device allocation, account provisioning, and access management.
Manage vendor coordination for hardware procurement, warranty claims, repairs, and replacements.
Plan and coordinate desktop rollouts, office relocations, and IT infrastructure support activities.
Prepare daily, weekly, and monthly service reports, SLA reports, and management dashboards.
Conduct knowledge-sharing sessions and mentor junior desktop support engineers. Participate in Change Management, CAB meetings, and major incident management. Ensure proper documentation of SOPs, Knowledge Base articles, and operational procedures.
Drive continuous service improvement initiatives to enhance user experience and operational efficiency. Required Skills Strong troubleshooting skills for Windows, macOS, Microsoft 365, Active Directory, Azure AD, VPN, and networking.
Hands-on experience with SCCM/MECM, Intune, Endpoint Management, and antivirus solutions.
Experience with ITSM tools such as ServiceNow, Jira Service Management, ManageEngine, or BMC Remedy.
Good understanding of ITIL Incident, Problem, Change, Asset, and Request Management processes.
Strong coordination, communication, stakeholder management, and leadership skills. Excellent analytical, documentation, and reporting abilities.
Ability to manage multiple priorities in a fast-paced environment.
Preferred Qualifications Bachelor’s degree in computer science, Information Technology, or a related field. ITIL Foundation Certification.
Microsoft Certified:
Endpoint Administrator Associate or Microsoft 365 Certification (Preferred).
Any relevant desktop or infrastructure certification is an added advantage.
Key Performance Indicators (KPIs) :
SLA Compliance for Incident and Service Request Resolution.
First-Time Resolution (FTR) Rate.
Customer Satisfaction (CSAT) Score. Ticket Backlog Reduction.
Asset Management Accuracy.
Timely Completion of Onboarding/Offboarding Activities.
Successful Project and Migration Deliveries.
Team Productivity and Knowledge Sharing.
Pay: ₹15,000.00 - ₹35,000.00 per month
Work Location: In person
