Role Type: Permanent
Location: Hybrid (3 days in office, 2 days remote)
Role Overview:
We are seeking a highly skilled Senior Desktop Engineer (Level 3) to join our IT End User Computing team supporting 2,000 Windows clients. You will act as the highest technical escalation point for bare-metal and VM imaging, and client-related incidents across the enterprise. This role demands a calm, structured, analytical approach to Windows design and problem-solving, deep technical expertise, and a high attention to detail.
You will be responsible for resolving complex issues, driving automation, maintaining security standards, and mentoring Level 2 engineers to improve our overall service stability, functionality and security.
We seek someone with exceptional ability to rapidly self-learn, research, and master emerging technologies. We value a mindset of continuous technical curiosity over static expertise. You must be highly proficient at autonomously diagnosing and resolving issues in unfamiliar technical environments.
Key Responsibilities:
- Act as the ultimate internal escalation point for complex technical incidents.
- Perform deep-dive root cause analysis (RCA) for recurring or critical desktop client issues.
- Design and implement permanent fixes to prevent future service disruptions.
- Build working relationships technical colleagues and remote central engineering colleagues for strategic alignment, and with external vendors for high-level support escalations.
- Subject matter expert on advanced client diagnostics, with deep expertise in reading and analysing logs and dump files. You will decipher Blue Screen of Death (BSOD) root causes, identify faulty drivers, memory corruption, or conflicting software modules, and implement definitive enterprise-wide resolutions for Windows Client stability.
Systems Administration & Automation
- Design procedures, processes and orchestrate operating system and core application updates
- Manage and optimize Active Directory (AD) directory services and Group Policies.
- Design and code advanced analysis and data gathering through automated scripting languages.
- Manage and perform comprehensive patching strategies for enterprise desktop systems.
- Maintain and implement security hardening policies across the Windows desktop fleet.
- Utilise enterprise configuration management tools to maintain baseline standards.
- Oversee, configure, and maintain virtual machine (VM) environments to support developers and legacy application hosting.
Skills & Qualifications
Required Technical Expertise
- Windows Client: Deep, expert-level knowledge of Windows desktop operating systems.
- Scripting & Automation: High proficiency in scripting languages (e.g., PowerShell) for task automation.
- Configuration Management: Hands-on experience managing tools like Symantec, SCCM, Intune.
- Microsoft 365: Strong working knowledge of the M365 suite and cloud-managed endpoints.
- Core Networking: Solid understanding of DNS, DHCP, routing, and firewall configurations.
- Cloud & Infrastructure: Broad exposure to cloud technologies.
- Support, guide, and mentor Level 2 engineers on complex technical issues.
- Contribute and implement continuous improvement of the overall IT service function.
- Collaborate with broader infrastructure teams on security, cloud, and networking alignment.
Experience & Certifications
- Experience: Minimum of 10 years of progressive, hands-on experience in complex, enterprise-level Windows client environments.
- Certifications: Relevant industry certifications are highly preferred (e.g., Microsoft Certified Solutions Expert/Modern Desktop Administrator, ITIL foundations or higher).
Soft Skills & Attributes
- A calm, methodical, and structured approach to troubleshooting under pressure is mandatory.
- Exceptional attention to detail being able to document and detail data points needed for structured analysis of complex technical detail
- A natural aptitude for mentoring others and sharing technical knowledge.
- Clear and effective communication skills, both verbal and written, to deal with, management, technical teams and third-party vendors.
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Senior Desktop Engineer employer: Crédit Agricole
Genpact is an exceptional employer that champions innovation and personal growth, offering a dynamic work environment where bold ideas can flourish. As a 12-month intern in Risk Advisory, you'll gain invaluable hands-on experience while collaborating with industry leaders, all within a values-driven culture that prioritises integrity and inclusion. With access to world-class learning opportunities and mentorship, this role not only accelerates your career but also allows you to make a meaningful impact on global enterprises.
