Senior Desktop Support Specialist

This is a fully remote position, open to applicants in India.

📋 Description

• Troubleshoot laptop hardware/software at Tier I, II, and III levels, including peripherals, Windows OS, Microsoft/generic applications, and basic iOS device challenges.

• Administer Office 365 services, encompassing Exchange, SharePoint, Endpoint, and Teams.

• Configure, monitor, secure, and manage inventory tools for end-user devices.

• Provide support for Microsoft Azure, Intune, AWS, networking, Windows Server OS, Active Directory, and Group Policy environments.

• Manage antivirus/EDR solutions.

• Utilize ticketing systems to identify trends, conduct ticket analytics, and deliver daily analytics updates and reports to management.

• Oversee the purchase, planning, distribution, and management of enterprise-wide laptops and other hardware.

• Train and mentor junior-level and outsourced personnel.

• Develop team documentation and standard operating procedures.

• Support audio/video conferencing devices, printers, print services, door security systems, and related infrastructure devices.

• Provide advanced remote assistance and address end-user issues effectively.

• Serve as a technical subject matter expert, lead escalations, and facilitate issue resolution.

• Work during PST hours while remotely based in India.

⛳️ Requirements

• A Bachelor’s degree in computer science is preferred but not mandatory.

• 7–10 years of relevant hands-on experience in helpdesk or desktop support within a professional setting.

• Highly skilled in Tier I, II, and III troubleshooting of laptop hardware/software and associated peripherals.

• Proficient in Windows OS, Windows 11, macOS, Microsoft/generic applications, with a basic understanding of iOS devices.

• Experience in administering Office 365, including Exchange, SharePoint, Endpoint, and Teams.

• Familiarity with configuring, monitoring, securing, and managing inventory tools for end-user devices.

• Working knowledge of Microsoft Azure and Intune; basic understanding of AWS and networking concepts.

• Fundamental understanding of Windows Server OS, Azure, on-premises Active Directory, and Group Policy.

• Proficient in managing antivirus/EDR solutions.

• Extensive knowledge of ticketing systems; ServiceNow experience is preferred.

• Basic ability in PowerShell scripting.

• Experience with the purchasing, planning, distribution, and IT procurement processes for enterprise-wide laptops and hardware.

• Capability to train and mentor junior-level and outsourced staff.

• Proficient in creating team documentation and standard operating procedures.

• Basic understanding of audio/video conferencing devices, printers, door security systems, and other infrastructure-supporting equipment.

• Exceptional communication, customer service, stakeholder management, and collaboration skills.

• Ability to juggle multiple priorities effectively.

• Experience with ITSM/ITIL practices, preferably with ServiceNow.

• Knowledge of endpoint security, antivirus, device management, user administration, access management, networking fundamentals, and print services.

• Familiarity with remote support tools such as BeyondTrust (Bomgar).

• Ability to function as a technical SME, lead escalations, and drive resolution of issues.

🏝️ Benefits

• Full-time employment.