Sr Engineer - IT Support

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.