Senior Desktop Support Engineer
| Company | Bain Capital |
|---|---|
| Location | Boston, MA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- 7+ years of experience in a desktop support or technical support role.
- Strong expertise in Windows operating systems (Windows 10/11).
- Experience with Microsoft Office 365, Active Directory, and Windows Group Policy management.
- Familiarity with ITSM tools (e.g., ServiceNow) for ticket management.
- Strong problem-solving skills and ability to think critically.
- Excellent communication skills, both written and verbal, with the ability to explain technical issues to non-technical users.
- Ability to work independently and handle multiple tasks simultaneously.
- Customer-focused mindset with a dedication to providing excellent support.
Responsibilities
- Diagnose and resolve escalated technical issues related to hardware, software, and network environments, focusing primarily on Windows-based systems.
- Provide remote and on-site support to end users, ensuring efficient resolution of issues related to desktop systems, applications, and peripherals.
- Serve as the highest-level escalation for complex technical problems not resolved by Tier 1 and Tier 2 support teams.
- Administer and maintain desktop configurations, including updates, patches, and security settings on Windows systems.
- Work closely with network engineers, system administrators, and other IT teams to resolve cross-functional issues.
- Create, maintain, and update knowledge base articles, support documentation, and troubleshooting guides for recurring issues.
- Provide technical guidance and training to Tier 1 and Tier 2 support teams, ensuring they are equipped with the knowledge to handle more advanced support issues.
- Conduct detailed analysis to identify the root cause of recurring technical problems, developing long-term solutions to prevent future issues.
- Participate in or lead small-scale IT projects, such as system upgrades, migrations, and new technology rollouts.
Preferred Qualifications
- Experience in scripting languages such as PowerShell is desirable.
- Relevant certifications (e.g., Microsoft Certified: Modern Desktop Administrator, CompTIA A+, Network+) are preferred.