Technical Specialist-Cloud & Infra Engg

Job description

Area(s) of responsibility **JD for Sr Desktop support Engineer: -** **Key Responsibilities** - Provide day to day support to end users for their issues related to Hardware/software - Serve as the escalation point for complex desktop, laptop, and peripheral issues. - Diagnose and resolve hardware and software problems for Windows, macOS, and Linux environments. - Provide remote and on-site technical support to employees, including executives and VIPs. - Manage OS deployment, patch management, and software installations. - Maintain Active Directory user accounts, permissions, and group policies. - Oversee asset management for end-user devices and peripherals. - Lead desktop upgrade and migration projects (e.g., Windows version upgrades, hardware refresh). - Develop and document standard operating procedures (SOPs) and knowledge base articles. - Evaluate and recommend new desktop solutions and tools to improve efficiency. - Ensure endpoint devices comply with company security policies and standards. - Assist in implementing endpoint protection, encryption, and data loss prevention tools. - Support audits and reporting requirements related to end-user devices. - Mentor and guide junior support engineers and helpdesk staff. - Collaborate with network, systems, and security teams on cross-functional projects. - Maintain excellent customer service and communication with end-users. **Required** **Qualifications & Skills** - Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience). - 5+ years of hands-on desktop support experience in a mid-to-large enterprise environment. - Strong expertise in Windows 10/11, macOS, and common enterprise applications (Microsoft 365, Teams, SharePoint). - Proficiency in Active Directory, Group Policy, and remote administration tools. - Experience with imaging, deployment tools (SCCM, Intune, or similar), and patch management (InTune & Qualys). - Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN). - Strong troubleshooting, problem-solving, and documentation skills. **Preferred** - ITIL Foundation certification. - Microsoft Certified: Modern Desktop Administrator Associate or equivalent. - Exposure to virtualization (VMware, Hyper-V) and cloud platforms (Azure). **Soft Skills** - Excellent communication and interpersonal skills. - Ability to manage multiple priorities under pressure. - Strong ownership and accountability for assigned tasks. - Customer-focused mindset with a proactive approach to problem-solving. **Work Environment** - Primarily office-based with occasional remote support responsibilities. - May require after-hours work for critical incidents or planned maintenance.