Senior IT Support Specialist – Job Description

The Senior IT Support Specialist is responsible for providing advanced technical support, maintaining IT infrastructure, and ensuring the smooth operation of hardware, software, networks, and business applications. This role serves as an escalation point for complex technical issues, mentors junior support staff, and works closely with other IT teams to improve system reliability and user experience.

Key Responsibilities:
- Provide Level 2/Level 3 technical support for desktops, laptops, mobile devices, printers, and peripherals.
- Troubleshoot and resolve hardware, software, operating system, and network-related issues.
- Install, configure, and maintain Windows, macOS, and business applications.
- Manage user accounts, permissions, and security policies using Active Directory and Microsoft 365.
- Support email systems, collaboration tools, VPNs, and remote access solutions.
- Monitor IT systems to identify and resolve performance or security issues proactively.




- Escalate critical incidents to appropriate teams and coordinate issue resolution.
- Document incidents, solutions, and IT procedures in the service management system.
- Mentor junior IT support staff and provide technical guidance.
- Participate in IT projects, including hardware refreshes, software deployments, and system upgrades.
- Ensure compliance with IT security policies, backup procedures, and company standards.
- Coordinate with vendors for hardware repairs, software licensing, and technical support.

Required Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- 5+ years of experience in IT support or technical support roles.
- Robust knowledge of Windows operating systems, Microsoft 365, Active Directory, networking, and hardware troubleshooting.
- Experience with ticketing systems such as ServiceNow, Jira Service Management, or Zendesk.
- Familiarity with virtualization,

📌 Sr. IT Support Engineer (Mumbai)
🏢 Studio 5 India
📍 Mumbai