Senior Desktop Support Engineer

Overview

Senior, hands-on Desktop Support Engineer who owns the employee technology experience, delivering high-quality desktop and VIP support for Windows and macOS users, handling difficult escalations, and contributing to L3 endpoint engineering work.

What you'll do

• Deliver responsive, service-focused technical support in person, by phone, chat and email to on-site and remote employees; own assigned incidents and requests through resolution.
• Provide professional, discreet and timely support to executives and VIPs, including urgent workstation, collaboration and meeting-related issues.
• Install, configure, diagnose, repair, upgrade and replace Windows and Mac laptops, desktops, monitors, docks, peripherals, printers and mobile devices.
• Support employee onboarding, moves and offboarding through device setup, account-access coordination, workspace readiness, equipment recovery and refresh activities.
• Troubleshoot day-to-day issues with Google Workspace, Slack, conferencing tools, Wi-Fi, VPN, printing and meeting-room technology; coordinate with specialist teams when needed.
• Maintain accurate tickets, user communications and resolution notes in DDN's ITSM system; follow support procedures, service priorities and escalation practices.
• Handle local IT inventory, asset records, hardware receiving, shipping, stock management and secure equipment returns.
• Serve as a senior escalation point for complex Windows and macOS issues involving operating systems, applications, drivers, profiles, performance, authentication, certificates and connectivity.
• Use system logs, diagnostic tools and endpoint telemetry to identify root causes, resolve recurring problems and develop repeatable fixes rather than temporary workarounds.
• Partner with Endpoint Engineering, Security, IAM, Network and application teams on complex incidents, technical changes and vendor escalations.
• Escalate critical incidents promptly and support urgent restoration work or planned after-hours activities when required.
• Contribute to Windows and macOS provisioning, enrollment, standard builds, configuration profiles and MDM/UEM policies, including zero-touch deployment where supported.
• Package, test, deploy and troubleshoot applications, drivers, software updates, security patches and operating system upgrades with the endpoint engineering team.
• Investigate device-management issues involving enrollment, policy enforcement, application deployment, encryption, endpoint protection and compliance status.
• Create or improve practical troubleshooting scripts and automated fixes using PowerShell, Bash/zsh or Python; test and document changes before rollout.
• Support endpoint pilots, hardware refreshes, deployment improvements and technical standards; turn frequent support issues into engineering improvements.
• Maintain useful knowledge articles, procedures and troubleshooting runbooks; share expertise and coach L1/L2 support staff.
• Work independently while collaborating closely with local IT, infrastructure teams and vendors to deliver consistent, reliable employee support.

What you'll need

• 6+ years of hands-on desktop support, deskside engineering, or end-user computing experience, including complex escalations in an enterprise environment.
• Strong, practical Windows and macOS skills, with the ability to troubleshoot hardware, operating systems, applications, peripherals, and connectivity on both platforms.
• Proven customer service and executive-support skills; comfortable working face-to-face with employees and communicating clearly during urgent incidents.
• Experience supporting laptop deployment, break/fix, device replacement, printing, conferencing, and employee onboarding/offboarding activities.
• Working experience with endpoint management tools (MDM/UEM), device enrollment, software deployment, configuration policies, patching, and operating system upgrades.
• Ability to write or adapt scripts in PowerShell, Bash/zsh, or Python to diagnose issues or automate repetitive tasks.
• Knowledge of endpoint security, disk encryption, SSO and networking fundamentals, including DNS, DHCP, Wi-Fi and VPN.
• Familiarity with Google Workspace, Slack, ITSM ticketing, asset inventory and technical documentation; strong ownership and collaboration skills.
• Relevant degree, technical qualification or equivalent professional experience.

Nice to have

• Apple Business Manager, Automated Device Enrollment, modern Windows provisioning and enterprise macOS/Windows management platforms.
• Cloud printing tools, meeting-room AV support, executive events or digital employee experience monitoring.
• Software packaging at scale, proactive endpoint remediation, or participation in endpoint platform migrations.
• Relevant Apple, endpoint management, CompTIA, or ITIL certifications.

Details

• Location: Pune Office.
• Standard after-hours activities may be required for urgent restoration or planned work.