Desktop Support Specialist – APAC

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• Provide onsite, hands-on technical support to Monster Energy employees in the India office and remote support to users across APAC, resolving incidents and service requests escalated from the Service Desk by priority and SLA in ServiceNow.
• Diagnose, repair and resolve hardware, software and peripheral issues on Windows and macOS computers, iOS and Android devices, printers and related equipment.
• Image, deploy and configure end-user devices using Microsoft Intune, including Windows Autopilot and Apple device enrollment, and configure and replace mobile devices in coordination with users and wireless carriers.
• Manage the full device lifecycle, including new-hire setups, hardware refreshes, retrievals, reassignments and secure disposal, and support onboarding and offboarding by preparing equipment, accounts and access and giving new hires an orientation on IT tools.
• Support Microsoft 365 applications, and manage user accounts, group memberships, access and MFA in Active Directory and Microsoft Entra ID.
• Set up and support meeting rooms, audio/visual equipment and Microsoft Teams Rooms devices, including executive and event support.
• Troubleshoot local wired, Wi-Fi and VPN connectivity issues, identify and escalate major incidents under incident management procedures, and work with the Network, Infrastructure and global IT teams on escalations.
• Keep an accurate inventory of IT equipment, spares and software licenses in ServiceNow, manage local IT stock and storage, and coordinate with local vendors and service providers for hardware procurement, warranty repairs and onsite services.
• Document troubleshooting steps and resolutions in ServiceNow, create and update English knowledge base articles, and train end users on company devices, applications and self-service tools.
• Take part in IT projects such as hardware refreshes, OS upgrades and office openings or relocations; travel to other APAC offices as needed; provide occasional after-hours or weekend support; and follow IT, security and local data privacy policies.

• Flexible to work 6:30 AM to 3:30 PM IST, Monday through Friday, ensuring seamless support coverage across multiple time zones and maintaining service availability during designated support hours.
• Prefer a Bachelor's Degree in the field of -- Information Systems, Computer Science, or a related field
• Additional Experience Desired: Between 1-3 years of experience in Desktop support, or similar hands-on IT role in an enterprise environment
• Additional Experience Desired: Between 3-5 years of experience in supporting users across multiple countries
• Computer Skills Desired: ServiceNow ITSM and asset management. Microsoft Intune, Windows Autopilot, and Apple device management (macOS and iOS). Microsoft 365
• Preferred Certifications: CompTIA A+, ITIL 4 Foundation, and/or Microsoft certifications (e.g., Microsoft 365 Certified: Endpoint Administrator Associate) preferred
• Additional Knowledge or Skills to be Successful in this role: Fluent in English preferred. Experience supporting audio/visual and Microsoft Teams Rooms equipment. Lenovo and Apple business systems knowledge a plus