Senior Desktop Support Specialist

**Location and Timings** India – Remote PST Hours **Responsibilities:** * Extremely proficient in Tier I, II & III Troubleshooting of Laptop Hardware/Software & Associated Peripherals, Windows-OS, Microsoft/Generic Applications, and basic knowledge of iOS devices, etc. * Office 365 Administration – Exchange, SharePoint, Endpoint & Teams Administration * Knowledge of configuring, monitoring, security, and inventory tools in end-user devices. * Working knowledge of Microsoft Azure, Intune and basic understanding of AWS and Networking principles. * Basic understanding of Windows Server OS and efficiency in Azure, On-Prem Active Directory and Group Policy * Proficient in Anti-Virus/EDR management * High level knowledge of Ticketing Systems and identifying trends from those systems. Preferably ServiceNow * Basic PowerShell scripting to support Active Directory, Office 365 Administration, and other day to day activities. * Experienced in purchasing and planning of enterprise-wide Laptop & other Hardware distribution, and proficient with IT purchasing practices. * Ability to train and mentor junior level & outsourced staff. * Ability to create documentation and SOPs for team. * Ability to perform ticket analytics and provide daily updates and reports around the ticket analytics to the management * Basic understanding of Audio/Video Conference devices, Printers and other infrastructure supporting devices like Door Security Systems etc. * Excellent Communication skills with ability to deal with end-users in various regular & challenging situations. **Requirements:**  **Education**: Bachelor’s degree in computer science required but not mandatory. **Work Experience**: 7-10 years of hands-on experience in helpdesk, desktop support within a professional environment. **Technical Skills (Preferred)** * Expert troubleshooting skills for desktops, laptops, peripherals, and workstation hardware. * Advanced remote support and end-user issue resolution capabilities. * Proficiency with Windows 11 and macOS environments. * Experience with Microsoft 365 administration and troubleshooting. * Hands-on knowledge of ITSM/ITIL practices, preferably ServiceNow. * Support experience for iOS and Android devices. * Understanding of endpoint security, antivirus, and device management. * Solid foundation in Active Directory, user administration, and access management. * Working knowledge of networking fundamentals * Experience troubleshooting printers and print services. * Familiarity with remote support tools such as BeyondTrust (Bomgar). * Ability to act as a technical SME, lead escalations, and drive issue resolution. **Additional Skills** * Strong Ticket Analysis and Report generation * Excellent verbal and written communication skills * Strong customer service, communication, and stakeholder management skills. Ability to work collaboratively and manage multiple priorities