Technical Specialist-Cloud & Infra Engineering

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. Qualifications & Skills Required • 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.