Title:  Contractor

About Birlasoft
Birlasoft combines domain expertise, enterprise solutions, and digital technologies to help businesses operate with greater efficiency and innovation. Part of the CK Birla Group, Birlasoft has 11,000+ professionals and is committed to Diversity, Equity & Inclusion (DEI), Corporate Social Responsibility (CSR), and sustainable growth.

Role Overview
We are seeking an experienced End-User Support Specialist to provide comprehensive IT support across a global environment. The role involves end-user computing, incident management, onboarding/offboarding, device lifecycle management, enterprise technology rollouts, security support, and VIP support.

Key Responsibilities

• Perform IMAC (Install, Move, Add, Change) activities and annual device refresh.
• Troubleshoot PCs, peripherals, Windows OS, applications, Citrix VDI, printers, VPN, connectivity, and conference room technology.
• Manage hardware/software Break-Fix incidents and Tier 1/Tier 2 security tickets.
• Support employee onboarding/offboarding and IT service requests.
• Support Windows 11, domain migration, Microsoft Endpoint Manager (MEM), Citrix VDI, AV, posture-check, and hardware refresh rollouts.
• Manage inventory, storage clean-up, asset disposal, and secure data deletion.
• Perform OS/application patching, feature updates, and UAT for new images and projects.
• Deliver global new-hire IT orientation, remote training, and user documentation.
• Provide VIP/executive support and support town halls/customer events.
• Manage ticket queues and ensure timely incident/request resolution.
• Provision/deprovision licenses including Adobe Creative Cloud, Visual Studio/MSDN, SnagIt, Camtasia, and PrinterLogic.
• Configure and troubleshoot VPN clients and coordinate with internal teams.
• Work with hardware vendors for planning, maintenance, and issue resolution.

Required Skills

• Strong hands-on experience in PC hardware, peripherals, Windows OS, and application troubleshooting.
• Experience with Windows 11, Citrix VDI, VPN, OS patching, application updates, and device management.
• Knowledge of Microsoft Endpoint Manager (MEM) and enterprise endpoint environments.
• Experience with IT incident/request management and ITIL processes.
• Exposure to large-scale migration and technology rollout projects.
• Understanding of security incident management and compliance.
• Experience supporting VIP/executive users in a global IT environment.
• Strong communication, documentation, training, and problem-solving skills.
• Ability to manage multiple priorities and urgent technical issues.

Preferred Qualifications

• Bachelor’s degree in Computer Science, IT, or related field.
• CompTIA A+, Microsoft Endpoint/Desktop certification, or equivalent.
• Experience working in global enterprise end-user support environments.

Key Skills: End-User Computing | Desktop Support | Windows 11 | Citrix VDI | MEM | IMAC | VPN | Hardware Support | ITIL | Incident Management | Patching | Device Management | Asset Management | VIP Support | Security Support | UAT