Job Purpose
- Level 3 Escalation Support: Serve as the tier 3 escalation point for the Support teams, taking ownership of complex, non-routine desktop, OS, and productivity application issues.
- Problem-Solving & Root Cause Analysis: Methodically diagnose advanced technical issues, conduct root-cause analysis, and build permanent solutions or knowledge-base documentation to prevent recurring tickets.
- Clear Communication & Customer Focus: Act as a patient, transparent communicator between end users, support staff, and engineering teams—translating complex issues cleanly and maintaining a strong customer service standard.
- Endpoint & Virtual Desktop Operations (Growth Focus): Assist with the support and administration of our modern endpoint estate (Microsoft Intune) and Azure Virtual Desktop (AVD) environments, building hands-on experience.
- Standardization & Efficiency: Maintain standard computing environments, support software distribution, create documentation and help identify process improvements that elevate the overall employee technology experience.





Core Skills & Competencies
- Analytical Problem-Solving: A methodical approach to troubleshooting; ability to logically break down complex technical issues and resolve root causes rather than applying temporary fixes.
- Customer Service & Interpersonal Skills: Strong, client-focused mindset with excellent written and verbal communication skills. Able to translate technical concepts into simple language for end users and collaborate with peer teams.
- Adaptability & Growth Mindset: Eagerness to learn new technology stacks (cloud desktop management, modern deployment) and take on varied tasks with enthusiasm.
- Organization & Prioritization: Proven ability to manage escalated tickets, maintain attention to detail, and meet service delivery targets without direct daily supervision.
- Team Collaboration: Ability to work effectively in a matrixed environment, share knowledge openly with Tier 1/2 teams, and collaborate ac

📌 IT Desktop Engineer (India)
🏢 Parexel
📍 India