Senior Desktop Support Technician

Join our growing IT team as a Senior Desktop Support Engineer in our office in Goregaon East, Mumbai.
In this role, you will provide technical support to our staff by analyzing their requirements, resolving problems, installing hardware and software solutions, and supporting our internal IT Helpdesk.
Responsibilities:

Global Desktop Support:
Provide 2nd/3rd line end-user support for hardware, software, and network-related issues. Troubleshoot and resolve technical problems promptly to ensure minimal downtime in line with company SLA s via the IT Support ticketing system. Provide out of hours support as and when required to perform system maintenance and upgrades. Be a trusted advisor and escalation point for the 1st and 2nd line support technicians.
Install, test and configure new workstations, peripheral equipment and software
Modify configurations, utilities, software default settings, etc. for the company devices
Provide support and assistance to staff working in on our Virtual Desktop Infrastructure.
Responding to requests for assistance via Slack, phone, email, and in person.
APAC region IT support and coordination with different region teams/ users.
Coordinating with other teams or specialists to resolve an issue.
Vendor onboarding and vendor management for IT asset
Recovery of all IT assets from leavers and taking follow up from global IT members
Prepare and provide SOC related data to IT Auditor for internal & external audit.
Asset Management:
Maintain stock levels across EMEA. Update and maintain the asset register. Prepare and image new machines and mobiles ready for new users including adding to MDM platforms. Manage the asset delivery and collection for remote joiners and leavers. Assist in the secure disposal of old hardware in line with security policies.
Maintain inventory of all equipment, software and software licenses

Hardware and Software Installation & Support:
Install, configure, and maintain desktops, laptops, and peripherals. Install and upgrade software applications as needed.

New User Onboarding:
Help onboard users to the company both physically and remotely across EMEA. Conduct training sessions for new employees on basic system functionalities.

Technical Documentation:
Create and maintain documentation for system configurations, procedures, and troubleshooting steps. Ensure knowledge transfer within the team.

Remote Support:
Provide remote support to global users, resolving issues through phone, email, or remote assistance tools i.e. TeamViewer.

Meeting Room and Video Conferencing Support:
Provide support for meeting rooms and video conferencing systems across EMEA offices and help set up the Town Halls and other large meetings for exec staff.

System Upgrades:
Assist in planning and executing system upgrades, including hardware and software updates. Ensure compatibility and functionality post-upgrade.

Security Compliance:
Ensure all applicable assets have security applications and features installed in line with security policies.

Collaboration:
Collaborate with IT team members to address complex issues and contribute to the development of IT solutions. Work closely with other departments to understand their technology needs. Escalate any issues to the seniors and management when needed.

Qualifications:
Minimum of 4 years of experience in desktop support or a related field.
Strong knowledge of Windows operating systems and proficiency in Microsoft Office Suite, Active Directory, Azure AD, Office365, SharePoint/OneDrive
Experience with VDI infrastructure is beneficial
Strong experience in troubleshooting hardware, software, and network issues.
Excellent communication and interpersonal skills to provide effective customer support.
Good understanding of IT security principles and practices.
Experience with Apple MacBook, iPhone s and other Apple technology is beneficial
Ability to work independently and as part of a team.
Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft Certifications) are a plus.

Company Description and Culture