South Star- Desktop Support Specialist

At South Star, we are committed to empowering businesses in the telecom sector by providing comprehensive support and management solutions for their IT infrastructure. Based in Navi Mumbai, we specialize in offering a wide range of services, including application environment support, IT infrastructure environment management, network monitoring, end-user support, and service design & monitoring. Our focus on the telecom sector allows us to deliver exceptional results that are tailored to our unique clients.

Join South Star Software Private Limited as a Desktop Support Specialist

Location: Navi Mumbai, Maharashtra
Department: Corporate IT
Reporting To: Director

Are you passionate about solving technical challenges and supporting a dynamic, distributed workforce? South Star Software is looking for a Desktop Support Specialist to deliver top-tier IT support across our offices and remote teams. If you're skilled in troubleshooting, endpoint management, and cloud services—and thrive in a fast-paced environment—this role is for you!

What You’ll Do

Level 1 Support & Ticket Management

• Be the first line of support via ServiceNow, resolving basic issues and routing complex ones.
• Prioritize tickets based on impact and SLA.
• Ensure smooth resolution and user satisfaction.

Level 2 Desktop & Laptop Support

• Own advanced troubleshooting for Windows 10/11 and macOS systems.
• Manage device lifecycle: procurement, setup, migration, and disposal.
• Support VIP users and ensure systems are patched and secure.

Application/Platform Support

   Microsoft 365 & OKTA

• Support Outlook, Teams, SharePoint, OneDrive, and Power Platform.
• Troubleshoot authentication issues (SSO, MFA, Azure AD).
• Assist with licensing, deployment, and onboarding.

   Intune & Mobile Device Management

• Enroll and manage devices via Microsoft Intune.
• Support iOS and Android devices, ensuring compliance and security.

   Internal Applications & Software Support

• Install and troubleshoot business-critical apps.
• Manage licensing and coordinate with vendors for escalations.
• Maintain documentation and integration with enterprise systems.

    Carbon Black Endpoint Protection

• Monitor and remediate security alerts using VMware Carbon Black.
• Collaborate with the security team for threat analysis and incident response.

  VMware Virtual Desktop Infrastructure

• Support VMware Horizon VDI environments.
• Troubleshoot connectivity and performance issues.
• Assist with provisioning and user onboarding.

  Remote & Satellite Office Support

• Provide remote support using screen sharing and access tools.
• Coordinate equipment logistics and VPN setup.
• Support home office tech and collaborate with local IT teams.

Documentation & Knowledge Management

• Maintain detailed records in ServiceNow.
• Create SOPs, troubleshooting guides, and self-service resources.
• Generate reports on support metrics and trends.

 What You Bring

• 3–5 years of experience in desktop support or IT helpdesk roles.
• Expertise in Microsoft 365, Intune, Carbon Black, VMware Horizon, and ServiceNow.
• Strong communication and documentation skills.
• Ability to work independently and manage multiple priorities.

 Why South Star?

At South Star Software, we believe in empowering our teams with the tools and support they need to succeed. Join us to be part of a collaborative, innovative, and growth-driven environment.