Senior Service Desk Technician

14 hours ago

Hyderabad, Telangana, India Cornerstone Full time

As a Senior Service Desk Technician to join our IT team and

provide advanced technical support for end users across hardware, software, and

network environments. The ideal candidate will have strong troubleshooting

skills, excellent communication, and the ability to mentor junior technicians

while ensuring prompt and efficient service delivery.

In this role, you will

  • Act as the primary escalation point for complex technical

issues from Level 1/2 Service Desk staff.
- Provide advanced support for end-user devices (Windows, macOS,

mobile devices, peripherals).
- Troubleshoot hardware, software, and network-related problems

through remote and on-site support.
- Provide assistance to Company Senior Leadership/ Excecutive

Leadership Team during IST hrs
- Manage incidents, service requests, and changes using ITSM

tools like ServiceNow
- Assist in maintaining IT infrastructure including Active

Directory, Office 365, Okta, Global Protect VPN, and Endpoint management

systems with Intune & JAMF.
- Participate in onboarding and offboarding processes (user

account creation, access provisioning, asset setup).
- Collaborate with other IT teams (infrastructure, security,

applications) for issue resolution and process improvement.
- Document solutions, maintain knowledge base articles, and

enforce service desk best practices.
- Mentor and support junior technicians to enhance team

performance.
- Contribute to IT projects such as hardware refresh, software

rollout, and process automation.

You ve Got What It Takes If You Have

  • Bachelor s degree in Information Technology, Computer Science,

or related field (or equivalent experience).
- 4-6 years of experience in IT service desk or desktop support

roles.
- Strong knowledge of Windows and macOS operating systems,

Microsoft 365, Active Directory, and remote management tools.
- Good understanding of networking basics (DNS, DHCP, VPN, Wi-Fi

troubleshooting).
- Experience with ITSM tools and ticketing systems like SNOW.
- Excellent problem-solving, communication, and customer service

skills.
- Ability to prioritize tasks and work independently under

minimal supervision.
- Certifications such as CompTIA A+, Network+, ITIL

Foundation, or Microsoft Certified: Modern Desktop Administrator are

preferred.

Extra dose of awesome if you have...

  • Experience in hybrid or cloud environments (Azure AD, Intune,

MDM solutions).
- Exposure to scripting or automation tools (PowerShell, Python,

etc.).
- Understanding of IT security best practices and compliance

standards.

LI-Onsite

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