Technical Specialist-Cloud & Infra Engg

Area(s) of responsibility

JD for Sr Desktop support Engineer: - Key Responsibilities

• Provide day to day support to end users for their issues related to Hardware/software
• Serve as the escalation point for complex desktop, laptop, and peripheral issues.
• Diagnose and resolve hardware and software problems for Windows, macOS, and Linux environments.
• Provide remote and on-site technical support to employees, including executives and VIPs.
• Manage OS deployment, patch management, and software installations.
• Maintain Active Directory user accounts, permissions, and group policies.
• Oversee asset management for end-user devices and peripherals.
• Lead desktop upgrade and migration projects (e.g., Windows version upgrades, hardware refresh).
• Develop and document standard operating procedures (SOPs) and knowledge base articles.
• Evaluate and recommend new desktop solutions and tools to improve efficiency.
• Ensure endpoint devices comply with company security policies and standards.
• Assist in implementing endpoint protection, encryption, and data loss prevention tools.
• Support audits and reporting requirements related to end-user devices.
• Mentor and guide junior support engineers and helpdesk staff.
• Collaborate with network, systems, and security teams on cross-functional projects.
• Maintain excellent customer service and communication with end-users.

Required Qualifications & Skills

• Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience).
• 5+ years of hands-on desktop support experience in a mid-to-large enterprise environment.
• Strong expertise in Windows 10/11, macOS, and common enterprise applications (Microsoft 365, Teams, SharePoint).
• Proficiency in Active Directory, Group Policy, and remote administration tools.
• Experience with imaging, deployment tools (SCCM, Intune, or similar), and patch management (InTune & Qualys).
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Strong troubleshooting, problem-solving, and documentation skills.

Preferred

• ITIL Foundation certification.
• Microsoft Certified: Modern Desktop Administrator Associate or equivalent.
• Exposure to virtualization (VMware, Hyper-V) and cloud platforms (Azure).

Soft Skills

• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities under pressure.
• Strong ownership and accountability for assigned tasks.
• Customer-focused mindset with a proactive approach to problem-solving.

Work Environment

• Primarily office-based with occasional remote support responsibilities.
• May require after-hours work for critical incidents or planned maintenance.