Senior Desktop Support Engineer

Job Summary:

We are seeking an experienced and technically proficient Desktop Support Engineer with 45 years of hands-on experience in providing IT support in a mixed voice and non-voice environment. The role involves end-user support, issue resolution, and proactive system management to ensure minimal downtime and high end-user satisfaction.

Key Responsibilities: Deliver L1 and L2 desktop support (remote and on-site) for end-users across the organization. Handle technical support queries via voice (phone), email, chat, and ticketing systems. Troubleshoot issues related to hardware (desktops, laptops, printers), OS (Windows/macOS), and applications (MS Office 365, VPN, etc.). Support users in Active Directory (user creation, password resets, permissions). Handle software installations, system upgrades, and patch management. Set up, configure, and manage new user workstations and peripherals. Provide technical support for VoIP systems, headsets, and call-routing software (if applicable). Maintain documentation of all incidents and service requests in ITSM tools like ServiceNow, Remedy, or Zendesk. Collaborate with other IT teams for escalated issues and infrastructure support. Ensure timely resolution of tickets as per defined SLAs and maintain high user satisfaction. Support MDM, antivirus, and security tools. Educate users on IT policies, basic troubleshooting, and best practices.

Required Skills & Qualifications: Bachelor’s degree in Computer Science, Information Technology, or equivalent. 4–5 years of experience in desktop support, with exposure to voice-based technical support. Strong knowledge of Windows 10/11, Office 365, Outlook, Teams, VPNs, and basic networking (TCP/IP, DNS, DHCP). Experience with remote support tools (AnyDesk, TeamViewer, RDP). Working knowledge of Active Directory, Exchange, and basic PowerShell commands. Excellent communication skills (both verbal and written); clear, courteous, and confident phone presence. Experience handling support calls and working in ticket-based environments. Ability to multitask and prioritize under pressure in a fast-paced environment.

Preferred Qualifications: ITIL Foundation certification or knowledge of ITIL processes. CompTIA A+/N+, Microsoft MCSA or MD-100/MD-101 certification. Familiarity with VoIP systems and softphone troubleshooting. Experience in BPO/KPO/ITeS environments is a plus.