Sr. Desktop Support Specialist

Trinity Life Sciences; India; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Trinity Life Sciences in India is seeking an experienced IT Helpdesk/Desktop Support professional for Tier I–III troubleshooting of laptops, software, and peripherals. You will support Office 365 administration, Azure/Intune, and IT security tooling while leveraging ServiceNow and BeyondTrust for ticketing and remote access.

Ideal candidates have 7–10 years of hands-on helpdesk experience, strong communication skills, and the ability to train junior staff.

Qualifications

• Bachelor’s degree in computer science required but not mandatory.
• 7–10 years of hands‑on experience in helpdesk and desktop support in a professional environment.
• Excellent troubleshooting and customer service skills.
• Experience with Microsoft 365 administration and troubleshooting; ITSM/ITIL practices.

Responsibilities

• Extremely proficient in Tier I, II & III troubleshooting of laptop hardware/software and peripherals.
• Office 365 Administration – Exchange, SharePoint, Endpoint & Teams Administration.
• Knowledge of configuring, monitoring, security, and inventory tools in end-user devices.
• Working knowledge of Microsoft Azure, Intune and basic understanding of AWS and networking principles.
• Proficient in Anti-Virus/EDR management.
• High level knowledge of ticketing systems (ServiceNow preferred) and identifying trends.
• PowerShell scripting to support Active Directory and Office 365 administration.
• Experience in purchasing and planning enterprise-wide hardware distribution and IT purchasing practices.
• Mentor junior staff and create SOPs for the team.
• Perform ticket analytics and provide daily updates to management.

Skills

Desktop support

Remote support

Win11

Office 365

ITSM/ITIL

ServiceNow

EDR management

AD administration

Networking basics

Printer support

iOS/Android devices

Education

Bachelor's degree in computer science

Tools

ServiceNow

BeyondTrust

Job description

• Extremely proficient in Tier I, II & III Troubleshooting of Laptop Hardware/Software & Associated Peripherals, Windows-OS, Microsoft/Generic Applications, and basic knowledge of iOS devices, etc.
• Knowledge of configuring, monitoring, security, and inventory tools in end-user devices.
• Working knowledge of Microsoft Azure, Intune and basic understanding of AWS and Networking principles.
• Basic understanding of Windows Server OS and efficiency in Azure, On-Prem Active Directory and Group Policy
• Proficient in Anti-Virus/EDR management
• High level knowledge of Ticketing Systems and identifying trends from those systems. Preferably ServiceNow
• Basic PowerShell scripting to support Active Directory, Office 365 Administration, and other day to day activities.
• Experienced in purchasing and planning of enterprise-wide Laptop & other Hardware distribution, and proficient with IT purchasing practices.
• Ability to train and mentor junior level & outsourced staff.
• Ability to create documentation and SOPs for team.
• Ability to perform ticket analytics and provide daily updates and reports around the ticket analytics to the management
• Basic understanding of Audio/Video Conference devices, Printers and other infrastructure supporting devices like Door Security Systems etc.
• Excellent Communication skills with ability to deal with end-users in various regular & challenging situations.

Location and Timings

India – Remote

PST Hours

Responsibilities

• Extremely proficient in Tier I, II & III Troubleshooting of Laptop Hardware/Software & Associated Peripherals, Windows-OS, Microsoft/Generic Applications, and basic knowledge of iOS devices, etc.
• Office 365 Administration – Exchange, SharePoint, Endpoint & Teams Administration
• Knowledge of configuring, monitoring, security, and inventory tools in end-user devices.
• Working knowledge of Microsoft Azure, Intune and basic understanding of AWS and Networking principles.
• Basic understanding of Windows Server OS and efficiency in Azure, On-Prem Active Directory and Group Policy
• Proficient in Anti-Virus/EDR management
• High level knowledge of Ticketing Systems and identifying trends from those systems. Preferably ServiceNow
• Basic PowerShell scripting to support Active Directory, Office 365 Administration, and other day to day activities.
• Experienced in purchasing and planning of enterprise-wide Laptop & other Hardware distribution, and proficient with IT purchasing practices.
• Ability to train and mentor junior level & outsourced staff.
• Ability to create documentation and SOPs for team.
• Ability to perform ticket analytics and provide daily updates and reports around the ticket analytics to the management
• Basic understanding of Audio/Video Conference devices, Printers and other infrastructure supporting devices like Door Security Systems etc.
• Excellent Communication skills with ability to deal with end-users in various regular & challenging situations.

Requirements

Education: Bachelor’s degree in computer science required but not mandatory.

Work Experience: 7-10 years of hands-on experience in helpdesk, desktop support within a professional environment.

Technical Skills (Preferred)

• Expert troubleshooting skills for desktops, laptops, peripherals, and workstation hardware.
• Advanced remote support and end-user issue resolution capabilities.
• Proficiency with Windows 11 and macOS environments.
• Experience with Microsoft 365 administration and troubleshooting.
• Hands-on knowledge of ITSM/ITIL practices, preferably ServiceNow.
• Support experience for iOS and Android devices.
• Understanding of endpoint security, antivirus, and device management.
• Solid foundation in Active Directory, user administration, and access management.
• Working knowledge of networking fundamentals
• Experience troubleshooting printers and print services.
• Familiarity with remote support tools such as BeyondTrust (Bomgar).
• Ability to act as a technical SME, lead escalations, and drive issue resolution.

Additional Skills

• Strong Ticket Analysis and Report generation
• Excellent verbal and written communication skills
• Strong customer service, communication, and stakeholder management skills.

Ability to work collaboratively and manage multiple priorities