IT Desktop Support Engineer

Parexel International (india) Private Limited; Hyderabad; On-site; INR 600,000 - 850,000; Full time

Job summary

Parexel is seeking an IT Desktop Engineer to provide advanced escalation support for desktop and OS issues, including Intune and Azure Virtual Desktop environments. The role emphasizes problem-solving, documentation, and clear communication with end users and engineering teams.

Ideal candidates have extensive experience in enterprise desktop support, strong analytical skills, and a growth mindset to adopt new technology stacks while delivering reliable IT services across the organization.

Qualifications

• 35+ years of progressive experience in Enterprise Desktop Support, Helpdesk, or Tier 2/3 Escalation roles.
• Advanced Desktop & OS mastery: Windows 10/11, standard enterprise software, and user profile issues.
• Root-Cause Troubleshooting: diagnose hardware conflicts, system crashes, and policy issues.

Responsibilities

• Serve as the tier 3 escalation point for the Support teams, taking ownership of complex, non-routine desktop, OS, and productivity application issues.
• Diagnose advanced technical issues, conduct root-cause analysis, and build permanent solutions or knowledge-base documentation to prevent recurring tickets.
• Act as a patient, clear communicator between end users, support staff, and engineering teams, translating complex issues clearly.
• Assist with the support and administration of Intune and Azure Virtual Desktop environments, building hands-on experience.
• Maintain standard computing environments, support software distribution, create documentation and identify process improvements.

Skills

Analytical Problem-Solving

Customer Service & Interpersonal

Adaptability & Growth Mindset

Organization & Prioritization

Team Collaboration

Education

College degree in IT/CS or equivalent

Certifications: CompTIA A+, MD-102

Tools

Intune

Azure Virtual Desktop (AVD)

Job description

IT Desktop Engineer When our values align, there's no limit to what we can achieve. At Parexel, we all share the same goal - to improve the world's health. From clinical trials to regulatory, consulting, and market access, every clinical development solution we provide is underpinned by something special - a deep conviction in what we do. Each of us, no matter what we do at Parexel, contributes to the development of a therapy that ultimately will benefit a patient. We take our work personally, we do it with empathy and we're committed to making a difference.

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, clear communicator between end users, support staff, and engineering teamstranslating 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 across infrastructure and application groups.

Knowledge & Experience

• 35+ years of progressive experience in Enterprise Desktop Support, Helpdesk, or Tier 2/3 Escalation roles.
• Advanced Desktop & OS Mastery: Deep practical experience remotely troubleshooting Windows 10/11 operating systems, standard enterprise software, peripheral configurations, and complex user profile issues.
• Root-Cause Troubleshooting: Demonstrated success diagnosing hardware conflicts, system crashes, software incompatibilities, and registry/policy issues.
• Intune & AVD Exposure (Preferred): Working knowledge of or exposure to Microsoft Intune (device management, software distribution) and Azure Virtual Desktop (AVD). In-depth engineering expertise is not required, but foundational familiarity is a plus.
• Basic Connectivity: General understanding of client networking concepts (VPN, Wi‑Fi, basic IP/DNS connectivity) strictly as it relates to remote endpoint troubleshooting.

Education & Certifications

Education: College degree in Information Technology, Computer Science, or equivalent practical enterprise support experience.

Certifications (Optional): CompTIA A+, MD-102, or relevant desktop support credentials are a plus.

Experience Level Mid Level .