Job Description
Job Summary
We are seeking an experienced Senior Desktop Support Engineer to manage and provide technical support in complex IT environments, including jamf, SCCM, MacBook, AVD, and VDI. The role involves addressing user issues, performing remote troubleshooting, and ensuring high availability of IT infrastructure. You will collaborate with cross-functional teams to maintain optimal system performance, guide users, and manage ticketing systems in adherence to SLAs.
Must-Have Skills (Mandatory)
1. Experience:
- Minimum 5 years in desktop support or system administration, managing Windows 10/11, Mac OS, and VDI.
- Proven experience in IT operations with organizations of 4000+ users, ideally in banking or high-availability environments.
2. Technical Proficiency:
- Strong expertise in Windows, Mac, and Linux OS installation, configuration, and administration.
- Proficiency in networking technologies, including TCP/IP, VLANs, routing, and VPNs.
- Knowledge of End-User Technologies, Avaya, Polycom, and mobile device management.
3. Tools & Scripting:
- Hands-on experience with jamf, SCCM, AVD, and Azure.
- Proficiency in ITIL frameworks and ticketing systems.
4. Problem-Solving:
- Strong analytical and troubleshooting skills to resolve hardware, software, and network issues.
5. Communication:
- Excellent verbal and written skills to guide users, document solutions, and collaborate with teams.
Good-to-Have Skills (Optional)
- Familiarity with backup and disaster recovery tools.
- Knowledge of security principles, including firewalls and intrusion detection systems.
- Expertise in cross-platform data transfers (iOS to Android and vice versa).
- Relevant certifications (e.g., MCSA, ITIL).
- Ability to coach, mentor, and lead peers in team environments.
Qualifications & Experience
- Bachelor’s degree in Computer Science, IT, or a related field.
- Demonstrated ability to troubleshoot complex hardware and software issues in fast-paced, high-transaction-rate environments.
- Experience coordinating, influencing management, and executing ITIL maturity roadmaps.
- Availability for on-call support during maintenance or emergencies.
- Strong attention to detail and ability to manage multiple tasks effectively.
