Senior Desk Side Support Engineer (VDI-XenDesktop)

About the role

Zensar is looking for a Senior Desk Side Support Engineer to deliver onsite IT support across the workplace, covering end-user devices, collaboration tools, meeting room technologies and enterprise applications. The role involves proactive incident resolution, service request fulfilment, VIP support and close collaboration with global support teams, infrastructure teams and third-party vendors. It follows ITIL processes and security standards.

Key responsibilities

• Level 2 and Level 3 onsite support for desktops, laptops, mobile devices, peripherals and workplace technologies, diagnosing hardware, software, OS and connectivity issues
• Manage incidents, service requests and escalations according to agreed SLAs; support Windows 10/11, Microsoft 365 and collaboration platforms
• White-glove support for executives and business-critical users, including board meetings and leadership events
• Support Microsoft Teams Rooms, conferencing systems and AV equipment, keeping meeting rooms operational
• Support Active Directory, Azure AD, Microsoft Intune and endpoint management; take part in device deployments, hardware refresh and upgrades
• Follow ITIL Incident, Request, Problem, Asset and Change Management, keep documentation and knowledge articles, and report recurring issues and trends
• Manage IT asset lifecycle (procurement, inventory, deployment, disposal) and coordinate with vendors

Required profile

• Bachelor's degree in Information Technology, Computer Science, Engineering or a related discipline
• 9 to 15 years of experience in desk side support, end-user computing or IT infrastructure support
• Experience in enterprise environments with 500+ users preferred; multinational and highly regulated environments advantageous
• Fluent English and fluent French (mandatory); additional European languages advantageous
• Certifications such as ITIL Foundation/4, Microsoft 365, CompTIA A+ or AZ-900 preferred

Required skills

• Windows 10/11 administration, Microsoft 365, Microsoft Teams and Teams Rooms
• Active Directory, Azure AD, Microsoft Intune / Endpoint Manager, SCCM / MECM
• VPN and remote access, hardware troubleshooting (Dell, HP, Lenovo)
• Networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi) and endpoint security
• ITSM tools (ServiceNow preferred)