Senior IT Customer Support Analyst, Desktop Support

About the role

KBR IT Support team provides enterprise desktop and endpoint services across India and global locations. Senior IT Customer Support Analyst leads advanced desktop troubleshooting, mentors staff, drives process improvements, and supports VDI, printing, audiovisual and IP telephony solutions. Chennai, on-site, full-time, relocation assistance not mentioned.

What you’ll do

• Serve as senior escalation resource for complex desktop and endpoint issues
• Configure, deploy, and support laptops, desktops, peripherals and mobile devices
• Troubleshoot Windows, Microsoft 365, Teams, MFA, SSO and identity services
• Support VDI, remote-access, IP telephony and conference room AV
• Lead daily activities of geographically dispersed support staff
• Mentor, train and develop junior technicians
• Develop and improve support processes and operational standards
• Participate in on-call rotations and executive/VIP support

What you’ll bring

• 5+ years enterprise desktop support
• Tier 2/3 support in Microsoft environment
• Leadership or mentoring experience
• Advanced troubleshooting Windows, Microsoft 365, macOS
• Experience with VDI and remote-access technologies
• Network printing and audiovisual support
• Strong communication and stakeholder engagement

Skills

Education

Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering or related field