Key Responsibilities
Advanced Windows Desktop Support
- Provide Level 2 support for complex issues on Windows 10/11 endpoints, including OS failures, performance problems, and system-level troubleshooting.
- Resolve escalated incidents involving domain connectivity, authentication, Group Policy, and Microsoft 365 application issues.
- Troubleshoot and support enterprise applications, drivers, and hardware peripherals.
Endpoint Management & Configuration
- Lead Windows device deployment, configuration, and lifecycle management using:
- Microsoft Intune / Endpoint Manager, Active Directory & Group Policy, Windows Autopilot
- Create and maintain standardized Windows images, configuration profiles, and compliance policies.
- Oversee patching, OS updates, and security baselines to ensure compliance with IT and security standards.
Security & Compliance
- Manage endpoint security solutions such as:
- Windows Defender / EDR toolsBitLocker encryptionDevice compliance and conditional access
- Work with the Security team to implement and maintain Windows hardening standards and policies.
User Support & Stakeholder Engagement
- Provide senior-level support for VIP/executive users, ensuring high responsiveness and professionalism.
- Proactively identify recurring issues and implement long-term fixes or automation.
- Collaborate with business teams to support new application rollouts and technology changes.
Projects, Documentation & Process Improvement
- Lead or participate in IT projects such as Windows upgrades, device refresh programs, and workplace technology enhancements.
- Maintain detailed documentation including SOPs, troubleshooting guides, and knowledge base articles.
- Analyze support trends and drive improvements in service delivery, automation, and tooling.
Mentoring & Leadership
- Provide technical guidance to desktop support technicians.
- Support in training new hires on Windows desktop technologies, policies, and tools.
- Act as a technical escalation point for the support team.
Qualifications
Required
- 5+ years of experience providing enterprise-level Windows desktop support.
- Strong expertise in:
- Windows 10/11 administration Microsoft Intune / Endpoint Manager, Active Directory, Group Policy Microsoft 365 and Outlook troubleshooting Windows networking (DNS, DHCP, VPN, TCP/IP)
- Hands-on experience with endpoint security, encryption, and compliance.
- Strong documentation skills and ability to support process workflows.
Preferred
- Certifications such as:
- MD102 (Endpoint Administrator)
- AZ900, MS900
- CompTIA A+ / Network+ / Security+
- ITIL Foundation
- Experience with automation and scripting (PowerShell strongly preferred).
- Background supporting enterprise-scale Windows environments.
Key Competencies
- Excellent problem-solving and root-cause analysis
- Strong organizational and multitasking ability
- High attention to detail and accuracy
- Ability to work independently and lead by example
- Strong communication and user empathy
Working Conditions
- Primarily onsite role may require occasional after-hours or weekend support.
- Participation in oncall rotation may be required.
- Collaboration with regional/global IT teams.
