Job Summary:
Key Responsibilities:
Technical Responsibilities Provide Level 2 support for desktops, laptops, printers, scanners, mobile devices, and peripherals.

Manage Microsoft 365, Outlook, Active Directory, Azure AD, Intune, SCCM/MECM, and endpoint security solutions.

Perform system upgrades, OS deployment, patch management, and preventive maintenance.

Support user account management, access provisioning, password resets, and MFA. Handle desktop migrations, system refreshes, and infrastructure rollout activities. Perform Root Cause Analysis (RCA) for recurring incidents and implement preventive solutions.

Maintain IT asset inventory, software licensing, and technical documentation.

Escalate critical issues to Infrastructure, Network, Security, or Application teams when required.

Coordination & Team Management Responsibilities:
Coordinate daily service desk and desktop support activities to ensure timely incident resolution.

Monitor ticket queues and ensure SLA compliance for incidents and service requests.



Prioritize and assign tickets to desktop support engineers based on workload and business priority.

Act as the primary point of contact between end users, IT teams, vendors, HR, and business stakeholders.

Coordinate onboarding and offboarding activities, including device allocation, account provisioning, and access management.

Manage vendor coordination for hardware procurement, warranty claims, repairs, and replacements.

Plan and coordinate desktop rollouts, office relocations, and IT infrastructure support activities.

Prepare daily, weekly, and monthly service reports, SLA reports, and management dashboards.

Conduct knowledge-sharing sessions and mentor junior desktop support engineers. Participate in Change Management, CAB meetings, and major incident management. Ensure proper documentation of SOPs, Knowledge Base articles, and operational procedures.

Drive continuous service improvement initiatives to enhance user experience and operational e

📌 Senior Desktop Support Engineer (Vadodara)
🏢 JENX Digitech
📍 Vadodara