Senior Desktop Support Engineer

Experience - Minimum 9 years

Location - Vadinar, Gujarat

Work from Office

Designation - Senior Desktop Support Engineer

Candidate must have good communication skills (especially English).

Job Description:

The L3 Remote Incident Manager is responsible for managing and resolving high-impact IT incidents with minimal business disruption. This includes owning the lifecycle of major incidents, coordinating cross-functional response, performing diagnostics, and ensuring detailed RCA and closure. The role requires proficiency with enterprise tools including ServiceNow, Symphony Sapphire, Microsoft Sentinel, Intune, and Cisco NAC.

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Key Responsibilities:

• Take ownership of P1/P2 incidents and act as the bridge coordinator for stakeholders and resolver groups.

• Drive real-time troubleshooting and correlation of alerts/logs using tools like Sentinel, Intune, and Sapphire.

• Perform deep-dive RCA, identify systemic problems, and collaborate with the Problem Management team for resolution.

• Interface with EUS, Infra, Network, Security, and Application teams to ensure proper technical escalation paths.

• Maintain ITSM hygiene: ensure timely logging, classification, SLA tracking, and closure of all incident records.

• Participate in CABs (Change Advisory Boards) to represent incidents and risks from recent events.

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Required Technical Skills:

Domain Tools / Technology

ITSM ServiceNow, Symphony Sapphire

Endpoint Security Microsoft Sentinel, BitLocker, Sophos

Device Management Microsoft Intune, SCCM

Network Access Cisco NAC

Remote Connectivity GlobalProtect, Cisco AnyConnect

Monitoring/Logs Azure Monitor, Splunk, SCOM (preferred)

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Soft Skills & Competencies:

• Strong verbal and written communication for incident bridges and executive updates.

• Ability to perform under pressure in high-impact situations.

• Meticulous attention to detail in logs, SLA, and RCA documentation.

• Excellent stakeholder management with both technical and non-technical teams.

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Certifications (Preferred):

• ITIL v3 or v4 Foundation (Mandatory)

• Microsoft Certified: Azure Administrator / Security Operations Analyst

• Cisco Certified CyberOps Associate (Preferred).