IT Desktop Engineer

Accountabilities:

• • Serve as a Level 3 escalation point for Support teams, taking ownership of complex and non-routine desktop, operating system, and productivity application issues.
  • Diagnose advanced technical problems methodically, perform root-cause analysis, and implement sustainable solutions rather than temporary fixes.
  • Troubleshoot Windows 10/11 environments, enterprise applications, peripherals, user profiles, hardware conflicts, system crashes, software incompatibilities, and registry or policy-related issues.
  • Support the administration and ongoing improvement of modern endpoint environments, including Microsoft Intune and Azure Virtual Desktop.
  • Assist with device management, software distribution, standard desktop configurations, and related endpoint operations.
  • Provide clear, patient, and customer-focused communication when explaining technical issues and solutions to end users and support teams.
  • Create and maintain technical documentation and knowledge-base materials to reduce recurring incidents and improve support effectiveness.
  • Collaborate with Tier 1 and Tier 2 support teams, infrastructure teams, application groups, and other stakeholders in a matrixed environment.
  • Identify opportunities to standardize desktop environments, streamline processes, and improve the overall employee technology experience.
  • Manage escalated tickets effectively, prioritize competing demands, and consistently meet service delivery expectations with minimal day-to-day supervision.
  • Apply basic networking knowledge, including VPN, Wi-Fi, IP, and DNS concepts, when troubleshooting remote endpoint connectivity issues.

  Requirements:

  • 3–5+ years of progressive experience in enterprise desktop support, helpdesk, or Tier 2/3 escalation environments.
  • Strong practical expertise troubleshooting Windows 10/11 operating systems and standard enterprise productivity applications.
  • Demonstrated ability to diagnose complex hardware, operating system, software compatibility, profile, registry, and policy-related issues.
  • Familiarity with Microsoft Intune, particularly device management and software distribution, is preferred.
  • Exposure to Azure Virtual Desktop (AVD) or similar virtual desktop environments is an advantage.
  • General understanding of client networking concepts such as VPN, Wi-Fi, IP addressing, and DNS in the context of endpoint troubleshooting.
  • Degree in Information Technology, Computer Science, or a related discipline, or equivalent practical enterprise IT experience.
  • CompTIA A+, MD-102, or other relevant desktop support certifications are considered a plus.
  • Strong analytical and root-cause problem-solving abilities, with a methodical approach to troubleshooting.
  • Excellent written and verbal communication skills, including the ability to explain technical concepts clearly to non-technical users.
  • Strong customer-service orientation and a professional, patient approach to user support.
  • Ability to organize and prioritize escalated tickets while maintaining attention to detail and meeting service targets.
  • Collaborative mindset with the ability to work effectively across support, infrastructure, and application teams.
  • Eagerness to learn new technologies, particularly modern endpoint management and cloud-based desktop environments.
  • Ability to work independently while contributing effectively within a distributed and matrixed organization.

  Benefits:

  • Full-time opportunity within a global enterprise technology environment.
  • Remote working model in India, with the position available across Hyderabad, Chandigarh, and Bengaluru.
  • Opportunities to develop hands-on expertise in Microsoft Intune and Azure Virtual Desktop.
  • Exposure to modern endpoint management, cloud desktop technologies, and enterprise IT environments.
  • Opportunities to contribute to process improvement, standardization, documentation, and knowledge-sharing initiatives.
  • Collaborative environment with interaction across support, infrastructure, and application teams.
  • Professional growth opportunities through exposure to complex technical challenges and evolving technology stacks.
  • Inclusive, customer-focused culture centered on continuous learning and collaboration.