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 current 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.

📌 Technical Specialist-Cloud & Infra Engg (Hyderabad)
🏢 Birlasoft
📍 Hyderabad