Sr. System Engineertechm

Key Responsibilities

• Lead field services operations across office locations
• Ensure efficient delivery of desktop support, workplace IT services, and VIP support
• Manage onsite and remote support teams, including vendors
• Define and implement workplace IT service standards
• Oversee support for Windows 10 / Windows 11 environments, Microsoft 365 and enterprise applications
• Ensure smooth functioning of desktops, laptops, printers, and peripherals
• Drive OS upgrades, patching, and system standardization
• Manage tools such as Microsoft Intune / SCCM / Endpoint Manager / Active Directory / Azure AD
• Oversee device provisioning, imaging, patching, and compliance
• Drive automation initiatives to reduce manual intervention
• Ensure adherence to SLA, KPI, and service quality standards
• Manage incident, service request, problem, and change processes
• Use ITSM tools (ServiceNow, Remedy, etc.) for tracking and reporting
• Conduct regular service reviews and reporting
• Lead, mentor, and develop a team of desktop engineers and field support staff
• Manage staffing, shift planning, and workload distribution
• Conduct performance reviews, training, and capability building
• Oversee procurement, deployment, tracking, and disposal of IT assets
• Ensure accurate asset inventory and compliance
• Manage vendor relationships for hardware support and maintenance
• Provide oversight for basic network support LAN / Wi Fi issues, VPN connectivity, Meeting room / collaboration tools
• Ensure workplace readiness (conference rooms, AV setups, digital workplace tools)
• Enforce Endpoint security policies (AV, encryption, patch compliance)
• Support audits and compliance initiatives
• Ensure adherence to enterprise security and data protection standards
• Act as primary contact for business stakeholders on workplace IT issues
• Manage escalations and critical incidents effectively
• Deliver regular operations reports and improvement plans
• Drive workplace transformation initiatives (modern workplace, mobility, VDI)
• Implement process improvements and automation
• Enhance user experience and reduce ticket volumes
• Conduct training and technical sessions for teams.

Required Skills

• Strong experience in PowerShell Scripting and Azure AD identify synchronization.
• Strong understanding of DNS, DHCP, Kerberos, NTLM
• Strong Experience in Windows OS, M365, Azure AD, Intune, SCCM
• Knowledge of Citrix VDI
• Understanding of network basis and IT infrastructure