Desktop Administrator - Active Directory

Description :

About the Role

We are seeking an experienced Desktop Administrator with strong technical voice support expertise to provide first-level remote support across end-user devices, applications, and enterprise environments. The ideal candidate should have hands-on experience in troubleshooting Windows/Mac systems, O365, Active Directory, networking, and endpoint management.

Key Responsibilities :

- Provide remote technical voice support via phone and chat in a service desk/call centre environment.

- Handle installation, configuration, administration, and troubleshooting of desktop systems, application software, and Intel-based hardware.

- Support Windows 10/11, MS Office applications, Outlook, and MacOS devices.

- Troubleshoot issues related to Citrix VDI and XenApp environments.

- Provide support for O365 products and have a working understanding of Azure services.

- Manage and troubleshoot MFA, Windows Hello, BitLocker, and MDM tools such as Intune.

- Perform Active Directory provisioning/deprovisioning, password resets, and access management.

- Diagnose hardware issues, VPN connectivity, peripheral devices, wireless/PDA devices, and basic network components (Ethernet, switches).

- Apply foundational knowledge of AD, DHCP, DNS, and general networking principles.

- Work using ITSM tools such as ServiceNow, ensuring accurate ticket logging and resolution.

- Handle a high volume of tickets, chats, and calls while maintaining service-level standards.

Required Skills & Experience:

- 45 years of experience in technical voice support and remote troubleshooting.

- Strong desktop support knowledge across Windows and Mac platforms.

- Good understanding of Citrix, O365, Azure, and endpoint security/management tools.

- Hands-on experience with Active Directory and basic networking.

- Proficiency with ServiceNow or similar ticketing tools.

- Ability to work in 24/7 rotational shifts, including nights.

- Excellent communication, multitasking, and problem-solving skills.