Sr Engineer - IT Support

Corporate IT Services is seeking a IT Support Sr. Engineer to provide advanced day-to-day technical support for Xperi employees. These required support services include but are not limited to: : field incoming help requests, resolve IT support requests, serve as an escalation point for complex end-user issues, support endpoint lifecycle operations, maintain service records, contribute to knowledge documentation, and partner with other IT teams to improve service quality and first-contact resolution.

The IT Support Sr. Engineer is responsible for supporting, servicing, implementing, and maintaining Corporate IT services within a global enterprise environment, providing support for users in India and across APAC. This includes direct user support, escalated incident resolution, workstation deployment, endpoint management, access administration, documentation, and coordination with infrastructure, security, collaboration, and application teams.

A successful candidate will have solid hands-on troubleshooting experience, strong customer service skills, and the ability to resolve moderately complex technical issues with limited supervision. The role requires working knowledge of Windows, macOS, Ubuntu, Microsoft 365, Teams, OneDrive, endpoint management platforms, Active Directory and Entra ID, networking fundamentals, and ITSM processes.

What you will get to do:

· Provide Tier 1/2 support for incidents and service requests across Windows, macOS, Ubuntu, Microsoft 365, collaboration tools, endpoint devices, and business applications.

· Troubleshoot and resolve moderately complex hardware, software, identity, network connectivity, VPN, printer, and peripheral issues while maintaining clear user communication and SLA alignment.

· Deploy, configure, and support employee workstations and mobile devices using approved endpoint management, imaging, provisioning, and asset lifecycle processes.

· Create and maintain knowledge articles, support runbooks, troubleshooting procedures, and user-facing documentation to improve service consistency and reduce repeat escalations.

· Collaborate with Tier 3 security, infrastructure, collaboration, and application teams to escalate issues with complete troubleshooting notes, impact details, and reproduction steps.

· Participate in endpoint lifecycle activities, software deployments, system testing, hardware refreshes, office support, and operational improvement initiatives.

Who we are looking for:

· 4+ years of related IT support, desktop support, service desk, or endpoint support experience.

· Demonstrated experience resolving escalated technical issues independently while knowing when to engage senior engineering teams or vendors.

· Hands-on experience supporting Windows laptops and desktops in an enterprise environment.

· Hands-on experience supporting macOS devices; Ubuntu or Linux desktop support experience preferred.

· Working knowledge of Microsoft 365, including Outlook, Teams, OneDrive, Office apps, licensing, and common user-impacting issues.

· Experience with endpoint management tools and practices, such as device enrollment, configuration profiles, software deployment, patching, compliance, and remote support.

· Experience with workstation deployment, hardware troubleshooting, asset lifecycle support, and standard build processes.

· Working knowledge of Active Directory or Microsoft Entra ID, including user accounts, groups, permissions, authentication, and basic access troubleshooting.

Required skills and capabilities:

· Strong troubleshooting methodology, including issue isolation, root cause analysis, documentation of steps taken, and clear escalation handoff.

· Ability to manage assigned work through an ITSM platform, maintain accurate ticket notes, prioritize competing requests, and meet response and resolution expectations.

· This job will require light travel to other Xperi offices within APAC.

Desired qualifications:

· Relevant certifications such as CompTIA A+, Network+, ITIL Foundation, Microsoft 365, Microsoft Endpoint Administrator, Apple, or equivalent practical experience.

· Fundamental networking knowledge, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and basic connectivity troubleshooting.

· Basic scripting or automation experience using PowerShell, shell scripting, or similar tools to improve repeatable support tasks.

· Knowledge of current workstation hardware standards, peripherals, warranty support, and endpoint lifecycle practices.

· Excellent written and verbal communication skills with the ability to explain technical concepts clearly to users with varying technical backgrounds.

· Ability to create clear documentation, knowledge articles, and procedures that follow established standards and are usable by support peers.

· Strong customer service mindset, sound judgment, attention to detail, and ability to work effectively in a team-oriented support environment.