Locations : Bangalore/Kochi/Pune/Kolkata
Position Summary:
Enable customer professionals to meet the increasing pace of business by delivering productivity and collaboration solutions that empower them to work together where they want and how they want.
The Desktop Engineer has a deep end to end understanding of all desktop technologies and understands how they integrate with the other customer Technology products/services. This role provides Level 4 support of the Microsoft Windows standard operating environment (Loadset). As such, the owner of this role needs to have expert knowledge and experience of all the functions within Desktop Experience Services (Provisioning, Packaging, Deployments, Configurations, Delivery, Hardware and Support).
The role participates in business reviews, develops specifications to meet engineering requirements aligned to new products or services being introduced as well as for changes to current applications and other core components of the IT infrastructure. The role is expected to plan, research, evaluate, design and develop appropriate technology solutions.
Essential Functions of the Job:
Enable the business through technology
Develop and deliver desktop systems and solutions
Effectively and efficiently support projects during their engineering and transition phases
Lead small project teams and subject matter teams as required
Identify problems and opportunities in relation to relevant customer policies and procedures.
Maintain adherence to architectural standards/principles, global product-specific guidelines, usability design standards, and security.
Provide support and documentation to assist in sustaining the project during the transition to production.
Provide feedback regarding Desktop Engineering methodologies, standards and leading practices.
Identifies potential points of contention for missed activities and notify leadership of situation and remediation plan.
Produce accurate, brief and clearly written documents and presentations tailored to audience needs and expectations.
Minimizes technical exposure and risk on projects
Understand strategic goals/objectives and translate that into actionable plans.
Partners and works with the business and external vendors to ascertain and plan any proposed modifications necessary when introducing a new service or application.
Design and operate Windows Update for Business/Autopatch rings
Deliver secure configurations using Windows 11 Security Baselines
Build observability with Nexthink and Intune/Power BI reporting to measure deployment success, and application deployment health.
Lead L4 escalations for platform, driver, and firmware issues with OEMs; conduct root cause analysis and implement preventative changes.
Author release notes, implementation plans, and support KBs for Operations; ensure handover quality and readiness of Service Desk/field teams.
Partner across Security, Network, Collaboration, and Procurement to land compl iant solutions that balance risk, cost, and user experience.
Analytical/Decision Making Responsibilities:
Find root cause of problematic issues and determine best method to address them.
Design and implement solutions to alleviate potential points of failure, pain points and bottle necks.
Assist Product owners in classifying and prioritizing issues related to their products.
Use telemetry and reporting data to find trouble areas in the desktop ecosystem. Monitor and enhance digital employee experience (DEX).
Proactively anticipates project issues before they occur; defines the problem; identifies possible causes; works with team to identify solutions; selects and implements most appropriate solution
Applies judgment in implementing Desktop Engineering methodologies, processes, and practices to specific requirements of projects/programs which may include product design engineering, information security, code maintainability and reliability.
Provide recommendations and analytical expertise on requests raised by projects
The role requires some consultative questioning, influence management and critical thinking skills to understand a current directive and identify and design viable engineering solutions that are both cost effective and supporting the value to the business.
Collaborate with Service Desk, Security, and Infrastructure teams to ensure seamless service delivery.
Maintain documentation including runbooks, operations manuals, and training materials.
Knowledge and Skills Requirements:
Strong understanding of Windows OS and core desktop software configuration.
Desktop integration background and mindset
Detailed understanding of Windows installation and configuration items.
Experience creating and maintaining loadset images
High degree of knowledge of desktop-based IT security.
Strong knowledge of Entra ID device identity, Conditional Access interactions, and device compliance.
Scripting and tooling (PowerShell; familiarity with C#‑based utilities) to instrument enrollment, diagnostics, and automation.
Experience troubleshooting and creating scripted installers (MSI, MSIX, Wise, InstallShield)
Good understanding of loadset software integration in a Windows environment
Maintains awareness of new and emerging technologies and the potential Desktop service offerings and products provided by IT.
A high degree of knowledge and experience with Windows management tools (GPO, MDM, Config Manager and Intune)
Knowledge of modern light touch deployment methodologies (Autopilot)
Advanced Troubleshooting skills covering (but not limited to): Windows 11, M365 Apps, Browsers (IEdge/Chrome), Bitlocker/MBAM, Teams and OneDrive for Business. And Intermediate knowledge of their complementing infrastructures.
Fundamental understanding of network concepts (PAC Files, DNS, DHCP, Firewalls, and Proxies)
Experience using Microsoft Entra and other cloud offerings.
Background in the use, management and creation of both application and machine virtualization products (Hyper-V, RemoteApp, WVD, Win365).
Strong technical skills designing, documenting, and implementing Desktop projects.
History of managing and configuring desktop security tools and settings
Familiarity with ServiceNow and incident, problem, and change management processes and procedures
Ability to work under pressure and independently in a crisis situation
Strong interpersonal skills to adapt personal communication styles to the style of others. Engages effectively with peers in the IT org anization, staying calm under pressure and maintaining the credibility the business has in the team's assigned technical support.
Advanced time management skills to prioritize workload
Ideally, knowledge of organizational structure of the firm to facilitate work with groups outside of the immediate technical team
Supervision Responsibilities:
The role is generally an individual contributor managed day to day by the Desktop Engineering Lead.
The role may be asked to mentor and guide across time zones and cultures and maintain effective and efficient oversight of all aligned activities.
Other Requirements:
Overtime will be required from time to time during projects and times of increased workload.
Work may be required at night or on weekends to support a project or during times of a system outage or emergency.
Job Requirements:
Education:
College degree (Bachelor's) in related technology field (Computer, Engineering, Science, etc.) or comparable job experiences aligned to a particular engineering directive
Experience:
Approximately 8 to 10 years of experience in an engineering role. Able to exhibit a progression of increasingly complex job responsibilities during the period inclusive of project management skills and engineering remediation techniques and planning.
Language Requirements:
English - Strong oral and written communication skills in the English language
Certification Requirements:
None
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