Senior Desktop Support Engineer

2 months ago

Any Location, India Xperthunt Full time

Job Scope And Accountabilities :


Overall responsibilities for troubleshooting hardware, software, and networking issues of end-users in a global workforce both on-site and remotely.


Key Responsibilities :

  • Providing 1st, 2nd, and 3rd level support services via phone, in-person, Teams and TeamViewer.
  • All desktop and laptop computers, phones and network connectivity to applications, email-related issues; including support for Macs.
  • Closure of calls and IT tickets within defined service levels; ensure assigned user requests are resolved or escalated as required.
  • Work with team members to research and document problem resolutions.
  • Ensure all Incidents, Service Requests and tickets are logged, updated, and closed in a timely manner in Jira Service Desk.
  • Deploy new equipment to users, as required.
  • Escalate issues to manager, team members, or other teams as appropriate for quick resolution.
  • Document solutions and procedures into the knowledge base.
  • Responsible for testing and deployment of Americas equipment (i.e., laptop, desktop, tablets, etc.).
  • Work with vendors to schedule and repair end user hardware issues.
  • Management and maintenance of SCCM/Intune and JAMF environments.
  • Including deploying applications and images to PCs and Macs.
  • Creating and maintaining users and computers within Active Directory.
  • Maintaining VOIP system.

Qualifications And Experience Required :

  • Assist with other projects or assignments, as required.

Required :

  • Experience using Jira Service Desk or other ticketing system.
  • 3-5+ years working within a large multi-country desktop support environment.
  • Solid understanding of Networking concepts.
  • Hardware skills Desktops, Laptops, Multifunctional Network Printers.
  • Extensive experience with Windows operating systems operating systems.
  • Strong knowledge and the ability to troubleshoot Active Directory Users and Computers, network connectivity issues, etc.
  • Strong working knowledge of Office 365, OneDrive, and SharePoint online.
  • Experience with Enterprise Collaboration tools (SharePoint, Teams, Zoom, WebEx), and Endpoint Security Software
  • Strong analytical and deep-dive problem-solving skills across multiple disciplines (HW, OS, Network, etc.).
  • The ability to prioritize and field tier I-III support requests, via ticket, email, phone, and occasional ad-hoc walk-ups, in a high-volume IT queue.
  • Ability to deploy and support office equipment (printers, projectors, video conferencing); and Able to execute office moves of workstations including standing desk setup, cable management and coordinate with the facilities department.
  • Well organized with strong HW\SW inventory, asset/license management and capacity planning abilities.
  • Management and deployment experience using SCCM/Intune.

Desired :

  • Current industry certifications such as MSDST, MCP, CCNA, A+, Security+, Network+, or similar.
  • VoIP Support experience.
  • Experience working with and Mac (Client) operating systems.
  • Management and deployment experience using SCCM/Intune.
  • Management and deployment experience using JAMF, or similar.
  • Experience with VMWare Horizon view, or similar is a plus.

Interpersonal Skills :

  • Excellent interpersonal, written, and verbal communication skills required:
  • Professional demeanor both in person and via phone, email, and messaging systems.
  • Must be able to deliver information effectively and clearly to a range of audiences (both technical and non technical colleagues).
  • Strong focus on professionalism and customer satisfaction.
  • Excellent problem-solving skills to be able to approach and resolve issues; demonstrated aptitude to troubleshoot technical problems.
  • Ability to multi-task in a fast-paced, changing environment with time management and organizational skills to resolve issues in a timely manner.
  • Ability to work independently, but also collaboratively within a global team environment.
  • Full commitment to conduct business with the utmost integrity and in full compliance with the law is essential.
(ref:hirist.tech)

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