Sr IT Support Specialist

Overview

Senior IT Support Specialist responsible for end-to-end IT asset lifecycle operations, desktop hardware support, and service delivery across regional offices and remote workforces.

What you'll do

• Coordinate the end-to-end lifecycle of IT equipment, including procurement staging, imaging, deployment, tracking, refresh, and end-of-life disposal.
• Manage the IT onboarding workflow for full-time employees and contingent workers, ensuring laptops and peripherals are built, tested, and delivered ahead of Day 1.
• Oversee reverse logistics for employee offboarding, including arranging equipment pickups, tracking return shipments, inspecting received devices, and updating asset status.
• Maintain accurate inventory records across Jira Asset Management, CMDB, and tracking sheets, performing regular reconciliations and discrepancy audits.
• Administer fleet refresh and employee device retention initiatives (e.g., "Keep Your PC" program).
• Manage the staging, checkout, and retrieval of the regional loaner laptop pool.
• Act as the senior escalation point for endpoint hardware issues (battery degradation, thermal throttling, power failures, display/motherboard faults, keyboards, docking stations etc).
• Interface directly with OEM warranty support (Dell ProSupport, AppleCare) by logging service requests, dispatching on-site technicians, tracking parts availability, and escalating out-of-warranty cases.
• Re-image, configure, and restore Windows and macOS operating systems to standardized corporate baselines.
• Support endpoint security posture by executing remote wipe/lock protocols (e.g., DriveStrike) and adhering to local administrator elevation policies.
• Manage incoming tickets in Jira Service Management (JSM), maintaining clear communication and meeting SLAs.
• Partner with Servicedesk, HR Operations, People Experience, Facilities, and department managers to support hiring spikes, office moves, and offboarding schedules.
• Document troubleshooting playbooks, asset workflows, and standard operating procedures (SOPs) in Confluence.

What you'll need

• 6–8+ years of progressive hands-on experience in IT desktop support, IT asset management, or corporate service desk environments.
• In-depth knowledge of Dell commercial laptops (Latitude, Pro, Xps etc) and Apple MacBooks.
• Strong experience diagnosing component-level faults and navigating OEM warranty processes.
• Strong administration skills in Windows 10/11 Pro/Enterprise and macOS.
• Proficiency with Jira Service Management (JSM), Jira Assets, and CMDB/discovery tools (e.g., Device42, Tanium).
• Familiarity with Active Directory/Azure AD (user offboarding, group memberships, provisioning).
• Demonstrated track record managing regional courier/shipping logistics, tracking numbers, and physical inventory reconciliations.

Nice to have

• Server Operating systems experience.
• CompTIA A+, Network+, or Microsoft 365 Certified: Endpoint Administrator.
• Dell Certified Systems Expert (DCSE) or Apple Certified Support Professional (ACSP).
• ITIL Foundation v3/v4 certification.
• Experience supporting a globally distributed, hybrid workforce.

Details

• Location: India - Hyderabad.
• Background checks are required for employment, where permitted by country, state/province.