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.