{"id":4166225,"url":"https://alion.io/job/ddn-senior-desktop-support-engineer","title":"Senior Desktop Support Engineer","company":{"id":672909,"name":"DDN","domain":"ddn.com","url":"https://alion.io/company/ddn","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":98,"open_postings":8,"ghost_share":0,"stale_share":0,"repost_share":0.125,"time_to_fill_p50_days":44,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Google Workspace","optional":false},{"name":"IAM","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"PowerShell","optional":false},{"name":"Python","optional":false},{"name":"Slack","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-12T09:10:34Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T13:25:33Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"We are looking for a senior, hands-on Desktop Support Engineer who owns the employee technology experience. This role focuses on delivering high-quality desktop and VIP support for Windows and macOS users, handling difficult escalations, and keeping day-to-day site IT operations running smoothly. The engineer will also contribute to L3 endpoint engineering work, including device management, software deployment, patching and automation, working closely with Endpoint Engineering, Security and IT Service Operations.\nWhat you’ll do\nDesktop support, employee experience and site operations\nDeliver responsive, service-focused technical support in person, by phone, chat and email to on-site and remote employees; own assigned incidents and requests through resolution.\n\nProvide professional, discreet and timely support to executives and VIPs, including urgent workstation, collaboration and meeting-related issues.\n\nInstall, configure, diagnose, repair, upgrade and replace Windows and Mac laptops, desktops, monitors, docks, peripherals, printers and mobile devices.\n\nSupport employee onboarding, moves and offboarding through device setup, account-access coordination, workspace readiness, equipment recovery and refresh activities.\n\nTroubleshoot day-to-day issues with Google Workspace, Slack, conferencing tools, Wi-Fi, VPN, printing and meeting-room technology; coordinate with specialist teams when needed.\n\nMaintain accurate tickets, user communications and resolution notes in DDN’s ITSM system; follow support procedures, service priorities and escalation practices.\n\nHandle local IT inventory, asset records, hardware receiving, shipping, stock management and secure equipment returns.\n\nAdvanced troubleshooting and escalation\nServe as a senior escalation point for complex Windows and macOS issues involving operating systems, applications, drivers, profiles, performance, authentication, certificates and connectivity.\n\nUse system logs, diagnostic tools and endpoint telemetry to identify root causes, resolve recurring problems and develop repeatable fixes rather than temporary workarounds.\n\nPartner with Endpoint Engineering, Security, IAM, Network and application teams on complex incidents, technical changes and vendor escalations.\n\nEscalate critical incidents promptly and support urgent restoration work or planned after-hours activities when required.\n\nEndpoint engineering and automation\nContribute to Windows and macOS provisioning, enrollment, standard builds, configuration profiles and MDM/UEM policies, including zero-touch deployment where supported.\n\nPackage, test, deploy and troubleshoot applications, drivers, software updates, security patches and operating system upgrades with the endpoint engineering team.\n\nInvestigate device-management issues involving enrollment, policy enforcement, application deployment, encryption, endpoint protection and compliance status.\n\nCreate or improve practical troubleshooting scripts and automated fixes using PowerShell, Bash/zsh or Python; test and document changes before rollout.\n\nSupport endpoint pilots, hardware refreshes, deployment improvements and technical standards; turn frequent support issues into engineering improvements.\n\nDocumentation and team support\nMaintain useful knowledge articles, procedures and troubleshooting runbooks; share expertise and coach L1/L2 support staff.\n\nWork independently while collaborating closely with local IT, infrastructure teams and vendors to deliver consistent, reliable employee support.\n\nWhat we’re looking for\n6+ years of hands-on desktop support, deskside engineering, or end-user computing experience, including complex escalations in an enterprise environment.\n\nStrong, practical Windows and macOS skills, with the ability to troubleshoot hardware, operating systems, applications, peripherals, and connectivity on both platforms.\n\nProven customer service and executive-support skills; comfortable working face-to-face with employees and communicating clearly during urgent incidents.\n\nExperience supporting laptop deployment, break/fix, device replacement, printing, conferencing, and employee onboarding/offboarding activities.\n\nWorking experience with endpoint management tools (MDM/UEM), device enrollment, software deployment, configuration policies, patching, and operating system upgrades.\n\nAbility to write or adapt scripts in PowerShell, Bash/zsh, or Python to diagnose issues or automate repetitive tasks.\n\nKnowledge of endpoint security, disk encryption, SSO and networking fundamentals, including DNS, DHCP, Wi-Fi and VPN.\n\nFamiliarity with Google Workspace, Slack, ITSM ticketing, asset inventory and technical documentation; strong ownership and collaboration skills.\n\nRelevant degree, technical qualification or equivalent professional experience.\n\nHelpful experience\nApple Business Manager, Automated Device Enrollment, modern Windows provisioning and enterprise macOS/Windows management platforms.\n\nCloud printing tools, meeting-room AV support, executive events or digital employee experience monitoring.\n\nSoftware packaging at scale, proactive endpoint remediation, or participation in endpoint platform migrations.\n\nRelevant Apple, endpoint management, CompTIA, or ITIL certifications.","description_format":"text","description_chars":5236,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Enterprise Storage Systems","Servers & Data Center Hardware"],"lifecycle":[{"event":"open","at":"2026-11-12T13:25:33Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":44,"reasons":["conf:1","win:early"],"computed_at":"2026-11-12T15:11:36Z"},"pay":null,"html_url":"https://alion.io/job/ddn-senior-desktop-support-engineer","json_url":"https://alion.io/job/ddn-senior-desktop-support-engineer.json","meta":{"generated_at":"2026-11-12T15:11:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31747,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":672909},"rest":"https://alion.io/mcp/rest/get_company?id=672909"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fddn-senior-desktop-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fddn-senior-desktop-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fddn-senior-desktop-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ddn-senior-desktop-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fddn-senior-desktop-support-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4166225}},{"tool":"search_jobs","arguments":{"company":"ddn.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4166225},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}