Senior Technical Support Engineer

About the role

Senior Technical Support Engineer at Armanino India LLP provides advanced troubleshooting for hardware, software, network, and enterprise applications. The role handles escalations from Level 1, diagnoses issues on laptops, printers, mobile devices, and end‑user equipment, and performs system diagnostics, log analysis, and remote troubleshooting. Responsibilities include supporting finance and business applications such as CaseWare, CCH, QuickBooks, XCM, and Microsoft Office 365, managing incidents in ServiceNow, and coordinating with US‑based teams for advanced escalations. The engineer mentors Level 1 staff, documents root causes, and ensures SLA compliance. Key skills involve Windows OS, Office 365, Azure AD, Active Directory, VPN, DNS, DHCP, TCP/IP, endpoint security, VDI, ITSM tools, Intune, SCCM, and strong analytical and communication abilities. The position requires a bachelor’s degree in computer science or IT, 4–5 years of IT helpdesk experience with 1–2 years in L2 support, and proficiency in Windows administration and network fundamentals.

What you’ll do

• Handle escalations from L1 and provide advanced troubleshooting across hardware, software, network, and application-related issues
• Diagnose and resolve problems related to laptops, printers, mobile devices, and other end‑user equipment
• Perform system diagnostics, log analysis, and remote troubleshooting to identify and resolve root causes
• Support finance and business applications such as CaseWare, CCH, QuickBooks, XCM, and other enterprise platforms
• Provide technical assistance on Windows OS, Microsoft Office 365, VPN/GlobalProtect, and other critical business applications
• Assist users with password resets, MFA issues, access provisioning, and general system configuration
• Manage incidents and service requests by logging, monitoring, and updating them in the ITSM platform while prioritizing based on business impact
• Take ownership of complex issues and ensure timely closure within SLA, including documentation of root cause, preventive actions, and detailed resolutions
• Identify recurring problems, create problem tickets, and support long-term corrective measures
• Assist with installation, configuration, maintenance, and patching of end‑user systems and peripherals
• Support AV equipment and collaboration platforms such as Microsoft Teams and Zoom
• Manage IT hardware inventory and support IT asset lifecycle activities, including onboarding and offboarding (device setup, access management, and retrieval)
• Troubleshoot LAN/WAN connectivity, Wi‑Fi issues, and basic to intermediate network configurations including DNS/DHCP
• Support endpoint management activities such as pushing patches, policies, and updates using tools like Intune or SCCM
• Collaborate with US-based infrastructure, network, and security teams for advanced escalations and issue resolution
• Coordinate with vendors and service providers for warranty claims, replacements, and service activities
• Guide and mentor L1 engineers to enhance their technical troubleshooting capabilities
• Maintain professional and timely communication with end users and ensure high standards of customer satisfaction
• Adhere to ITIL processes for incident, request, and change management

What you’ll bring

• Bachelor's degree in Computer Science or IT
• 4-5 years IT Helpdesk/ Desktop Support experience
• 1-2 years L2 support
• Windows OS & Office 365 administration
• Azure AD, Active Directory, Group Policies
• VPN, DNS, DHCP, TCP/IP, networking fundamentals
• Endpoint security tools (Antivirus, EDR, DLP)
• Basic VDI concepts (Citrix)
• ITSM tools such as ServiceNow
• Device management tools Intune, SCCM
• Strong analytical, troubleshooting, and documentation skills
• Independent work and prioritization

Skills

Benefits

• Provident Fund
• Gratuity
• Medical Insurance
• Group Personal Accident Insurance

Education

Bachelor's