Desktop Support Service

About the Role

We are looking for an experienced IT Onsite Support Engineer / Senior IT Onsite Support Engineer to provide advanced on-site technical support and troubleshooting across endpoints, identity and access management, networking, enterprise applications, and cloud environments.

This is a hands-on engineering role requiring strong troubleshooting skills, ownership of complex incidents, and the ability to work independently while collaborating with specialized network, security, IAM, cloud, and infrastructure teams. We are looking for someone with strong organizational maturity, who takes initiative, naturally supports colleagues, and can communicate effectively with business stakeholders across the organization.

Key Responsibilities

• Own and resolve complex incidents and service requests escalated from L1 support while meeting established SLAs.

• Help prioritize daily tasks, support peer engineers with technical escalations, and foster good operational flow within the local team.

• Interact directly with local managers and business stakeholders to provide clear technical updates, manage expectations, and address priority issues with confidence.

• Perform advanced troubleshooting across Windows, macOS, and Linux operating systems.

• Troubleshoot endpoint management and deployment platforms such as Microsoft Intune, Jamf, ManageEngine, and MDT.

• Troubleshoot Active Directory, user accounts, group memberships, permissions, credentials, and directory synchronization issues.

• Diagnose identity and authentication issues involving Okta, Duo, Microsoft Authenticator, and MFA.

• Support employee lifecycle processes, including onboarding, offboarding, account provisioning, access changes, and cross-platform identity issues.

• Troubleshoot enterprise networking issues involving TCP/IP, DHCP, DNS, routing, VLANs, VPNs, Cisco CLI, and Cisco Client.

• Provide technical support for cloud environments such as Google Cloud Platform (GCP), Microsoft Azure, and Amazon Web Services (AWS).

• Diagnose advanced configuration, synchronization, and access issues involving Microsoft Outlook, Google Workspace, Zoom, and Webex.

• Support application deployment, troubleshooting, software entitlement validation, license assignment, and software asset management processes.

• Perform root-cause analysis for recurring technical issues and contribute to long-term corrective solutions.

• Maintain accurate technical documentation, troubleshooting procedures, and incident-resolution records.

• Coordinate complex incidents with Network, Security, IAM, Cloud, Infrastructure, and other specialized technical teams.

Required Skills & Experience

• Minimum 3 years of relevant hands-on experience in IT support, infrastructure support, systems administration, endpoint engineering, or a related enterprise IT role.

• Strong ownership and organizational skills, with the ability to balance competing priorities and independently support departmental needs.

• Excellent interpersonal and communication skills, with the confidence to interface clearly and professionally with colleagues and stakeholders at all levels.

• A proactive mindset with a natural inclination to share knowledge and support fellow team members.

• Strong hands-on experience supporting Windows, macOS, and Linux environments.

• Strong understanding of Active Directory, identity and access management, user attributes, group memberships, and identity synchronization.

• Hands-on experience with Okta, Duo, Microsoft Authenticator, MFA, or similar enterprise identity platforms.

• Solid networking knowledge including TCP/IP, DHCP, DNS, routing, VLANs, VPNs, and LAN/WAN fundamentals.

• Working knowledge of Cisco CLI and Cisco Client.

• Experience with enterprise endpoint-management platforms such as Microsoft Intune, Jamf, ManageEngine, or MDT.

• Experience supporting enterprise productivity and collaboration platforms such as Microsoft Outlook, Google Workspace, Zoom, and Webex.

• Strong troubleshooting and root-cause-analysis skills with the ability to independently drive technical issues through resolution.

• Ability to prioritize multiple incidents and service requests while meeting established SLAs and deadlines.

• Strong documentation, customer-service, and cross-functional collaboration skills.

• Excellent written and verbal communication skills in English.

• Must be willing and able to work onsite 5 days per week.

Preferred Qualifications

• Experience working in a large, distributed enterprise IT environment.

• Experience with or exposure to at least one major cloud platform: GCP, Azure, or AWS.

• Experience supporting employee onboarding/offboarding and access-management processes.

• Experience performing root-cause analysis and developing technical documentation or knowledge-base articles.