Senior Desktop Support Engineer

Birlasoft Limited; Hyderabad; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Birlasoft Limited seeks a Technical Specialist-Cloud & Infra Engg for Sr Desktop support Engineer responsibilities. Provide day‑to‑day end‑user support for Windows, macOS and Linux, including executives and VIPs; oversee OS deployment, patching and software installations; and serve as the escalation point for complex desktop issues.

Maintain Active Directory accounts and group policies, manage assets, lead desktop upgrade projects, and develop SOPs and knowledge base articles.

Qualifications

• Bachelor's degree in computer science, information technology or related field (or equivalent experience).
• 5+ years of hands-on desktop support in a mid-to-large enterprise environment.
• Strong expertise in Windows 10/11, macOS and common enterprise applications (Microsoft 365, Teams, SharePoint).
• Proficiency with Active Directory, Group Policy, and remote administration tools.
• Experience with imaging, deployment tools (SCCM/Intune) and patch management (Intune & Qualys).
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Preferred ITIL Foundation certification; Microsoft Modern Desktop Administrator Associate; exposure to virtualization and Azure.

Responsibilities

• Provide day-to-day end-user support for hardware/software issues.
• Serve as escalation point for complex desktop, laptop, and peripheral issues.
• Diagnose and resolve problems for Windows, macOS, and Linux environments.
• Provide remote and on-site support to employees, including executives and VIPs.
• Manage OS deployment, patching, and software installations.
• Maintain Active Directory accounts, permissions, and group policies.
• Oversee asset management for end-user devices and peripherals.
• Lead desktop upgrade and migration projects (Windows upgrades, hardware refresh).
• Develop SOPs and knowledge base articles; evaluate new desktop solutions.
• Ensure endpoint devices comply with security policies and tools (encryption, DLP).
• Support audits and reporting related to end-user devices; mentor junior staff.
• Collaborate with network, systems and security teams on cross-functional projects.
• Maintain excellent customer service and communication with end-users.

Skills

End-user support

Troubleshooting

Documentation

Communication

Multi-tasking

Education

Bachelor's degree in CS/IT or related field

Tools

SCCM

Intune

Qualys

VMware

Hyper-V

Azure

Active Directory

Group Policy

Teams

SharePoint

Microsoft 365

Job description

Technical Specialist-Cloud & Infra Engg Area(s) of responsibility JD for Sr Desktop support Engineer:

• Provide day to day support to end users for their issues related to Hardware/software
• Serve as the escalation point for complex desktop, laptop, and peripheral issues.
• Diagnose and resolve hardware and software problems for Windows, macOS, and Linux environments.
• Provide remote and on-site technical support to employees, including executives and VIPs.
• Manage OS deployment, patch management, and software installations.
• Maintain Active Directory user accounts, permissions, and group policies.
• Oversee asset management for end-user devices and peripherals.
• Lead desktop upgrade and migration projects (e.g., Windows version upgrades, hardware refresh).
• Develop and document standard operating procedures (SOPs) and knowledge base articles.
• Evaluate and recommend new desktop solutions and tools to improve efficiency.
• Ensure endpoint devices comply with company security policies and standards.
• Assist in implementing endpoint protection, encryption, and data loss prevention tools.
• Support audits and reporting requirements related to end-user devices.
• Mentor and guide junior support engineers and helpdesk staff.
• Collaborate with network, systems, and security teams on cross‑functional projects.
• Maintain excellent customer service and communication with end-users.

Qualifications & Skills

• Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience).
• 5+ years of hands‑on desktop support experience in a mid‑to‑large enterprise environment.
• Strong expertise in Windows 10/11, macOS, and common enterprise applications (Microsoft 365, Teams, SharePoint).
• Proficiency in Active Directory, Group Policy, and remote administration tools.
• Experience with imaging, deployment tools (SCCM, Intune, or similar), and patch management (InTune & Qualys).
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Strong troubleshooting, problem‑solving, and documentation skills.
• Preferred ITIL Foundation certification.
• Microsoft Certified: Modern Desktop Administrator Associate or equivalent.
• Exposure to virtualization (VMware, Hyper‑V) and cloud platforms (Azure).

Soft Skills

• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities under pressure.
• Strong ownership and accountability for assigned tasks.
• Customer‑focused mindset with a proactive approach to problem‑solving.

Work Environment

• Primarily office‑based with occasional remote support responsibilities.
• May require after‑hours work for critical incidents or planned maintenance.

Experience Level

• Mid Level