Senior Desktop Support Engineer
Neshent Technologies
Roles and Responsibilities
- Provide Level III technical support for Windows and macOS desktops, laptops, applications, peripherals, and mobile devices.
- Troubleshoot complex operating system, hardware, software, connectivity, and endpoint issues.
- Administer and troubleshoot Microsoft 365 and Active Directory, including user access, permissions, authentication, and account issues.
- Support Teams, Webex, and Zoom, including meeting, audio/video, connectivity, and collaboration issues.
- Manage incidents, service requests, and escalations through ServiceNow.
- Maintain accurate hardware and software inventory and support IT asset management processes.
- Troubleshoot LAN/WAN, Wi-Fi, VPN, DNS, DHCP, and other common network connectivity issues.
- Support endpoint security and follow enterprise IT security, access control, and compliance best practices.
- Perform root-cause analysis for recurring desktop and endpoint issues and recommend improvements.
- Create and maintain technical documentation, knowledge articles, and troubleshooting procedures.
- Collaborate with infrastructure, network, security, and application teams to resolve complex incidents.
- Provide technical guidance and mentoring to junior desktop support engineers.
Required Qualifications
- 5+ years of enterprise desktop/end-user computing support experience.
- Strong Windows and macOS troubleshooting experience.
- Hands-on experience with Microsoft 365 and Active Directory.
- Experience with ServiceNow and IT asset management.
- Strong troubleshooting skills across endpoint, application, and network issues.
- Experience supporting Teams, Webex, and Zoom.
- Understanding of endpoint security and IT security best practices.
- Strong communication, customer service, and problem-solving skills.
- Ability to independently handle complex escalations and prioritize multiple incidents.
Preferred Qualifications
- Experience in a Level III or senior desktop support environment.
- ITIL or ServiceNow certification.
- Experience with endpoint management tools such as Intune, SCCM/MECM, Jamf, or similar platforms.
- Knowledge of VPN, DNS, DHCP, TCP/IP, Wi-Fi, and enterprise networking.
- Experience supporting large enterprise or highly regulated environments.
Vacancy posted 3 days ago
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