Desktop Engineer

3 hours ago

Hyderabad Telangana India, Telangana Tata Consultancy Services Full time

Job Title: Desktop Engineering L3

Location: Hyderabad

Experience: 8 -12 Years


Knowledge and Skills required:

  • Lead and deliver high-quality L2/L3 support for enterprise users, with a strong emphasis on fast resolution, technical accuracy, and clear communication.
  • Triage and resolve complex incidents across endpoints, virtual desktops (Windows 365), applications, and Microsoft cloud services.
  • Serve as the primary escalation point for frontline teams, ensuring SLA adherence and high customer satisfaction.
  • Collaborate with engineering teams to identify root causes, propose long-term fixes, and prevent recurrence of issues.
  • Maintain and grow knowledge base articles, runbooks, and standard operating procedures to enable consistent and effective support.
  • Monitor support queues, analyze incident trends, and drive continuous improvement through problem management practices.
  • Contribute to onboarding, training, and mentoring of support analysts and junior engineers.
  • Support major IT rollouts, patch cycles, and operational readiness for new services and devices.
  • Strong expertise in troubleshooting Windows 10/11, Microsoft Intune, Windows 365 Cloud PC, and related endpoint services.
  • Practical knowledge of device compliance, conditional access, user profiles, app delivery, and security policies.
  • Familiarity with support tools and platforms such as BMC, ServiceNow or other ITSM systems.
  • Solid understanding of ITIL principles, including incident, problem, and knowledge management.
  • Experience resolving hardware, software, network, and authentication issues in hybrid or remote-first work environments.

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