Strategy - Senior IT Support Engineer - Ticketing System

Job Description :

Working Hours : 12 :30 PM 9 :30 PM IST

Collaboration : Work with Global Teams

Experience : 8+ Years

Role Overview :

We are seeking a Senior IT Support Engineer to provide advanced desktop, infrastructure, and help desk support to technical and non-technical employees, executive management, and during corporate events (on-site and off-site).

Key Responsibilities :

- Deploy, configure, and maintain Windows and Apple systems, enterprise software, and IT equipment.

- Lead troubleshooting and resolution for complex hardware, software, equipment, and mobile device issues via ticketing systems.

- Perform upgrades, repairs, imaging, configuration, installation, and maintenance for PCs, Macs, operating systems, servers, drivers, and peripherals.

- Procure, configure, and support Apple iOS and Android devices.

- Maintain and audit asset management records, track office moves, and coordinate computing asset deliveries.

- Mentor junior IT support staff and act as an escalation point for critical incidents.

- Report on service metrics and ensure compliance with service-level agreements (SLAs).

Qualifications & Skills :

- 8+ years of experience in IT hardware/software support or equivalent education and training.

- Strong expertise with Microsoft OS (Windows Server 2012, Windows 10), Office 365, Active Directory, and desktop applications.

- Exceptional troubleshooting and problem-solving skills for complex technical issues.

- Excellent interpersonal and communication skills for working with both technical and non-technical staff.

- Strong organizational skills with the ability to prioritize multiple competing requests.

- Certifications such as CompTIA A+ or Microsoft Certified Professional (MCP) are highly desirable