Job Description: Senior Desktop Support Engineer (5–8 Years Experience)

Position: Senior Desktop Support Engineer

Experience: 5–8 Years

Location: Bengaluru

Role Summary

We are seeking an experienced Senior Desktop Support Engineer with 5–8 years of technical expertise in end-user computing, device management, and enterprise support. The ideal candidate must be proficient in macOS/Windows support, strong in inventory management, have excellent VIP user support skills, and experience with JAMF (preferred) or other endpoint management tools.

Key Responsibilities

End-User Support

• Provide advanced L2/L3 support for Windows and macOS devices, including laptops, desktops, printers, and mobility platforms.
• Deliver white-glove support for VIP/Leadership users with quick turnaround and proactive issue management.
• Troubleshoot issues with O365 apps, Outlook, VPN, Teams, conferencing tools, and enterprise applications.
• Support onboarding/offboarding, device setup, profile creation, and access provisioning.

macOS & JAMF Management (Preferred)

• Manage and support macOS devices using JAMF Pro (enrollment, policies, profiles, patching, compliance).
• Create/modify configuration profiles and policies to enhance device performance and security.
• Perform application packaging, deployment, and automation tasks on macOS using JAMF.
• Coordinate with security and infra teams for compliance enforcement on Apple devices.

Inventory & Asset Management

• Maintain end-to-end IT asset inventory accuracy (laptops, desktops, accessories, peripherals).
• Ensure timely updates in CMDB/Asset system including allocation, retirement, refresh, and tracking.
• Conduct periodic audits and reconcile discrepancies with procurement and finance teams.
• Manage stock, buffer, and replacement units as per business needs.

Network & Security Support

• Troubleshoot LAN/WiFi issues, IP conflicts, DNS/DHCP issues, and basic network dependencies.
• Ensure endpoint compliance with security standards (AV, DLP, BitLocker/FileVault, OS patches).
• Coordinate escalations with Network, Security, and Server teams during critical issues.

ITSM & Documentation

• Handle incidents, requests, and changes within SLA using tools like ServiceNow/Jira/Freshservice.
• Document technical solutions, SOPs, and knowledge base articles.
• Participate in root cause analysis (RCA) for recurring or high-impact issues.

Collaboration & Mentoring

• Mentor L1/L2 team members and support high-complexity technical escalations.
• Collaborate with cross-functional teams to resolve infra/application-related dependencies.
• Provide on-site/remote support during business-critical events, reviews, and board meetings.

Required Technical Skills

• Strong experience with Windows 11 and macOS troubleshooting.
• JAMF Pro experience highly preferred (or Intune, SCCM for hybrid environments).
• Proficiency with Active Directory, Azure AD, Group Policies, and O365 administration.
• Hardware diagnostics, OS imaging, configuration, and lifecycle management.
• Knowledge of VPN technologies, Wi-Fi troubleshooting, TCP/IP basics.
• PowerShell/Bash scripting knowledge is an advantage.

Soft Skills

• Excellent communication and people-handling skills.
• Strong customer-first approach, especially for VIP support.
• Ability to work under pressure and handle escalations professionally.
• Ownership mindset and ability to work independently with minimal supervision.

Preferred Qualifications

• Bachelor’s degree in IT/Computer Science (preferred but not mandatory).
• Certifications like ITIL Foundation, JAMF 100/200, Microsoft MCP/MCSA, CompTIA A+ / Network+.