IT Desktop Support Engineer

JD:

Job Title: IT Desktop Support Engineer (Contractor)

Job Classification: Contractor

Location: Bangalore (Onsite)

Role Overview:

As an IT Desktop Support Engineer, you will undertake a variety of operational and project-based tasks. These include providing support for SaaS applications, remote troubleshooting, new hire onboarding, and managing office conferencing systems. You will offer comprehensive support for both macOS and Windows hardware, ensuring business continuity by logging cases with OEMs when necessary.

This role presents an exciting opportunity to become part of a dynamic and growing team. We are looking for a collaborative team player who is passionate about technology, driven to succeed, and willing to mentor and cross-train colleagues.

**Responsibilities:**

- Provide advanced technical support and efficiently troubleshoot escalated issues for macOS and Windows hardware.

- Continuously evaluate and improve support processes and procedures.

- Collaborate across departments to deliver comprehensive IT support solutions.

- Develop and maintain strong client relationships to ensure high satisfaction levels.

- Maintain detailed records of support activities and generate reports.

- Monitor and manage tickets through the designated ticketing tool.

- Oversee IT asset management (ITAM), ensuring accurate tracking and inventory of IT assets.

**Key Duties:**

- Manage and support desktop and laptop infrastructure to ensure optimal performance and functionality.

- Perform advanced troubleshooting of Apple and Windows hardware, including spare replacements and break-fix support.

- Demonstrate knowledge of Microsoft 365, Okta, G Suite/Azure AD, Intune, Slack, Zoom, Jamf, MDM, KACE and other relevant platforms.

- Handle onboarding and offboarding processes, including account provisioning and deprovisioning.

- Configure ITCS-managed devices for remote and on-site new hires.

- Act as Subject Matter Expert (SME) in laptop shipment and reclamation processes.

- Implement and oversee asset management procedures for tracking hardware and software inventory.

- Apply ITIL best practices for incident, problem, change, and service request management.

- Support the Org-wide user community via ServiceNow and Jira ticketing systems.

- Utilise SOPs, OKRs, and knowledge base documentation for efficient IT support operations.

- Adhere to all applicable ITCS Catalogued Service SLAs.

- Stay updated on industry trends and emerging technologies to enhance desktop engineering practices.

- Provide support for all site-based Zoom room & Printer resources.

**Required Qualifications:**

- 46 years of experience in desktop support, with expertise in Windows and macOS environments.

- Strong proficiency in Microsoft 365, Azure, and G Suite administration.

- Experience supporting Apple, Lenovo, and other hardware platforms.

- Extensive knowledge of Microsoft Windows 10/11 and Apple macOS.

- Experience with Okta for identity and access management.

- Familiarity with collaboration tools such as Slack and Zoom.

- Proficiency in MDM solutions such as Jamf, KACE, and Microsoft Intune.

- Strong knowledge of IT asset management and tracking.

- Expertise in onboarding and offboarding processes.

- Understanding of ITIL processes for IT service management.

- Experience with ServiceNow and Jira ticketing systems.

- Excellent problem-solving skills and ability to troubleshoot technical issues.

- Strong communication and interpersonal skills.

- Relevant certifications in any of the above-listed skills are a plus.

We look forward to welcoming a dedicated professional to our team to drive innovation and efficiency in IT support.