Senior Technical Support Engineer

At Armanino, you determine your career path. This means it's possible to pursue challenges you are passionate about, in industries you care about.

Armanino (USA) is proud to be among the top 20 Largest Firms in the United States of America and one of the Best Places to Work. Armanino (USA) has more than 2500 employees across the USA and more than 20 offices in different states of the USA. We have a community of resources that are ready and willing to support your ideas, build your skills and expand your professional network. We want you to integrate all aspects of your life with your career. At Armanino (USA), we know you don’t check-out of life when you check-in at work. That’s why we’ve created a unique work environment where your passions, work, and family & friends can overlap. We want to help you achieve growth by giving you access to a network of smart and supportive people, willing to listen to your ideas. 

This open position is for Armanino India LLP. Armanino India LLP is a fully owned subsidiary of Armanino (USA).

Responsibilities

• Handle escalations from L1 and provide advanced troubleshooting across hardware, software, network, and application-related issues.
• Diagnose and resolve problems related to laptops, printers, mobile devices, and other end‑user equipment.
• Perform system diagnostics, log analysis, and remote troubleshooting to identify and resolve root causes.
• Support finance and business applications such as CaseWare, CCH, QuickBooks, XCM, and other enterprise platforms.
• Provide technical assistance on Windows OS, Microsoft Office 365, VPN/GlobalProtect, and other critical business applications.
• Assist users with password resets, MFA issues, access provisioning, and general system configuration.
• Manage incidents and service requests by logging, monitoring, and updating them in the ITSM platform while prioritizing based on business impact.
• Take ownership of complex issues and ensure timely closure within SLA, including documentation of root cause, preventive actions, and detailed resolutions.
• Identify recurring problems, create problem tickets, and support long-term corrective measures.
• Assist with installation, configuration, maintenance, and patching of end‑user systems and peripherals.
• Support AV equipment and collaboration platforms such as Microsoft Teams and Zoom.
• Manage IT hardware inventory and support IT asset lifecycle activities, including onboarding and offboarding (device setup, access management, and retrieval).
• Troubleshoot LAN/WAN connectivity, Wi‑Fi issues, and basic to intermediate network configurations including DNS/DHCP.
• Support endpoint management activities such as pushing patches, policies, and updates using tools like Intune or SCCM.
• Collaborate with US-based infrastructure, network, and security teams for advanced escalations and issue resolution.
• Coordinate with vendors and service providers for warranty claims, replacements, and service activities.
• Guide and mentor L1 engineers to enhance their technical troubleshooting capabilities.
• Maintain professional and timely communication with end users and ensure high standards of customer satisfaction.
• Adhere to ITIL processes for incident, request, and change management.

Requirements

• Bachelor’s degree in computer science, Information Technology, or related field (preferred).
• 4–5 years of hands‑on experience in IT Helpdesk / Desktop Support with at least 1–2 years in L2 support. Strong technical knowledge in:
  • Windows OS and Office 365 administration
  • Azure AD, Active Directory, Group Policies
  • VPN, DNS, DHCP, TCP/IP, networking fundamentals
  • Endpoint security tools (Antivirus, EDR, DLP, etc.)
  • Basic VDI concepts (Citrix)
• Experience with ITSM tools such as ServiceNow.
• Familiarity with device management tools such as Intune, SCCM.
• Strong analytical, troubleshooting, and documentation skills.
• Ability to work independently, manage priorities, and handle pressure in a fast‑paced environment.

We have a community of resources that are ready and willing to support your ideas, build your skills and expand your professional network.