Senior IT Helpdesk Technician

Armanino; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Armanino is seeking an experienced IT Support Engineer to provide advanced end-user support for Windows/macOS, M365 (Teams, Outlook, SharePoint, OneDrive), Entra ID, Intune, VPN, printers, scanners, and VDI.

You will handle deployments, upgrades, integrations, and troubleshooting, while guiding Level 1 technicians and mentoring peers. The role includes M&A IT support, security controls, and cross-functional collaboration.

Qualifications

• 5+ years of desktop/helpdesk support in a mid-to-large organization.
• Strong PowerShell scripting and automation skills.
• Deep expertise with Microsoft 365, Intune, and Entra ID administration.
• Experience supporting tax and audit applications (e.g., CCH, Thomson Reuters, Caseware, QuickBooks).
• Solid understanding of ITIL practices and service management.
• Excellent written and spoken communication with a customer-service orientation.
• Demonstrated ability to handle escalations and high-pressure situations professionally.
• Certifications: CompTIA A+, Network+, Security+, Microsoft MD-102, ITIL 4 Foundation (preferred).
• Leadership experience mentoring team members.
• Ability to identify and escalate problem tickets from Level 1 support.
• Proactive in identifying support, knowledge, and process gaps.
• Strong stakeholder management and cross-functional collaboration.
• Experience collaborating with vendors.

Responsibilities

• Provide advanced end-user support for Windows and macOS systems, M365 suite, Entra ID, Intune, VPN, printers, scanners, and VDI.
• Support core business applications, deployments, upgrades, integrations, and advanced troubleshooting.
• Coordinate device imaging and configuration; lead hardware problem troubleshooting and lifecycle planning.
• Assist M&A IT activities, including migrations and system discovery for smooth integration.
• Enforce MFA, conditional access, and DLP; maintain audit-ready compliance documentation.
• Escalate Level 1 issues and mentor Level 1 technicians; create knowledge base and runbooks.
• Identify gaps and drive improvements; collaborate with vendors to resolve issues.
• Participate in after-hours rotations during peak periods to ensure uninterrupted IT support.

Skills

PowerShell scripting

Customer service

Escalation management

Leadership

Stakeholder management

Tools

Microsoft 365

Intune

Entra ID administration

VDI/Remote access

Job description

Responsibilities

• Provide advanced end-user support for Windows and macOS systems, Microsoft 365 (Teams, Outlook, SharePoint, OneDrive), Entra ID, Intune, VPN, printers, scanners, and virtual desktop infrastructure (VDI).
• Application Support Requirements: Provide support for core business and operational applications, assisting with deployments, upgrades, integrations, and troubleshooting advanced software issues. Endpoint Support: Assist with endpoint management, coordinate device imaging and configuration, lead troubleshooting of advanced hardware problems, and support lifecycle planning for user devices.
• Merger & Acquisition (M&A) Support: Assist in coordinating IT-related activities during mergers and acquisitions, including supporting application migrations, conducting system discovery, and facilitating the smooth integration of technology environments.
• Enforce and monitor security controls such as multi-factor authentication (MFA), conditional access, and data loss prevention (DLP).
• Maintain audit-ready documentation for compliance and security standards.
• Handle escalated issues from Level 1 technicians, ensuring timely and accurate resolution.
• Maintain composure and professionalism while managing high pressure or critical incidents.
• Mentor and train Level1 technicians, fostering a culture of knowledge-sharing and professional growth.
• Create and maintain knowledge base articles and runbooks to improve team efficiency and consistency.
• Identify gaps in support, knowledge, or process, and drive initiatives for improvement.
• Collaborate with vendors and external partners to resolve issues and implement solutions.
• Participate in after-hours rotations during peak business periods to ensure uninterrupted IT support to serve as an escalation path.
• Communicate effectively with stakeholders across the firm, translating technical concepts into actionable business language.
• Assist with office technology migrations and IT infrastructure changes, including hardware setup, workstation rebuilds, office relocations, and equipment moves, ensuring minimal disruption to business operations and working in coordination with the IT team.

Requirements

• 5+ years of experience in desktop/helpdesk support within a medium-to-large organization.
• Strong proficiency in PowerShell scripting and automation.
• Deep expertise with Microsoft 365, Intune, and Entra ID administration.
• Experience supporting tax and audit applications (e.g., CCH, Thomson Reuters, Caseware, QuickBooks).
• Solid understanding of ITIL practices and service management principles.
• Excellent oral and written communication skills, with customer service orientation.
• Demonstrated ability to handle escalations and high-pressure situations professionally.
• Certifications: CompTIA A+, Network+, Security+, Microsoft MD-102, ITIL 4 Foundation (preferred).
• Leadership skills and experience mentoring team members.
• Ability to identify and escalation problem tickets from Level 1 support staff.
• Proactive in identifying and addressing support, knowledge, and process gaps.
• Strong stakeholder management and interpersonal skills.
• Experience collaborating with cross-functional teams and vendors.