Senior Desktop Engineer

We are seeking an experienced

Senior Desktop Support Engineer

to provide advanced end-user support and oversee L1 and L1.5 desktop support operations across the APAC region. The ideal candidate will possess strong technical troubleshooting skills, hands-on experience with endpoint hardware and operating systems, excellent customer service capabilities, and the ability to work independently in a fast-paced enterprise environment.

Key Responsibilities

Provide Level 2 desktop support for APAC users and act as an escalation point for L1/L1.5 teams.

Diagnose and resolve hardware, software, operating system, and peripheral issues.

Perform urgent break/fix support, including hardware replacement and troubleshooting.

Manage and maintain ServiceNow tickets, queues, and follow-up activities to ensure SLA compliance.

Escalate complex incidents to appropriate Level 3 teams, vendors, or third-party support providers.

Support desktop lifecycle management, refresh programs, and preventive maintenance activities.

Execute IMACD/IMACR requests (Install, Move, Add, Change, Remove/Dispose).

Maintain hardware asset inventories, loaner devices, spare parts, and consumable stock.

Coordinate with OEM vendors for warranty repairs and onsite support activities.

Provide white-glove support for executives and high-priority users when required.

Support critical projects involving end-user computing, hardware deployments, and site migrations.

Assist with network, datacenter, and infrastructure-related hands-and-feet support activities.

Escort and coordinate with third-party technicians during onsite maintenance.

Work closely with regional and global IT teams to ensure seamless support delivery.

Required Skills & Experience

5+ years of experience in Desktop Support, End User Computing (EUC), or IT Support roles.

Strong knowledge of Windows operating systems, laptops, desktops, mobile devices, and peripheral hardware.

Experience supporting multiple hardware manufacturers (Dell, HP, Lenovo, Apple, etc.).

Hands-on experience with ServiceNow or similar ITSM platforms.

Strong troubleshooting and root cause analysis skills.

Knowledge of hardware asset management and lifecycle processes.

Experience supporting enterprise environments across multiple locations.

Excellent verbal and written communication skills.

Ability to work independently with minimal supervision.

Strong customer service and stakeholder management skills.

Ability to work in a physically demanding environment, including lifting and moving IT equipment when required.

Willingness to travel within the region when necessary.