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

Originally posted on Himalayas