Senior Desktop Engineer

We are seeking an experienced Senior Desktop Support Engineer to provide advanced end-user support and oversee L1 and L1.5 desktop support operations across the APAC region. The ideal candidate will possess strong technical troubleshooting skills, hands-on experience with endpoint hardware and operating systems, excellent customer service capabilities, and the ability to work independently in a fast-paced enterprise environment.

Key Responsibilities

• Provide Level 2 desktop support for APAC users and act as an escalation point for L1/L1.5 teams.
• Diagnose and resolve hardware, software, operating system, and peripheral issues.
• Perform urgent break/fix support, including hardware replacement and troubleshooting.
• Manage and maintain ServiceNow tickets, queues, and follow-up activities to ensure SLA compliance.
• Escalate complex incidents to appropriate Level 3 teams, vendors, or third-party support providers.
• Support desktop lifecycle management, refresh programs, and preventive maintenance activities.
• Execute IMACD/IMACR requests (Install, Move, Add, Change, Remove/Dispose).
• Maintain hardware asset inventories, loaner devices, spare parts, and consumable stock.
• Coordinate with OEM vendors for warranty repairs and onsite support activities.
• Provide white-glove support for executives and high-priority users when required.
• Support critical projects involving end-user computing, hardware deployments, and site migrations.
• Assist with network, datacenter, and infrastructure-related hands-and-feet support activities.
• Escort and coordinate with third-party technicians during onsite maintenance.
• Work closely with regional and global IT teams to ensure seamless support delivery.

Required Skills & Experience

• 5+ years of experience in Desktop Support, End User Computing (EUC), or IT Support roles.
• Strong knowledge of Windows operating systems, laptops, desktops, mobile devices, and peripheral hardware.
• Experience supporting multiple hardware manufacturers (Dell, HP, Lenovo, Apple, etc.).
• Hands-on experience with ServiceNow or similar ITSM platforms.
• Strong troubleshooting and root cause analysis skills.
• Knowledge of hardware asset management and lifecycle processes.
• Experience supporting enterprise environments across multiple locations.
• Excellent verbal and written communication skills.
• Ability to work independently with minimal supervision.
• Strong customer service and stakeholder management skills.
• Ability to work in a physically demanding environment, including lifting and moving IT equipment when required.
• Willingness to travel within the region when necessary.