Senior IT Service Desk Technician

JOB DESCRIPTION Senior IT Service Desk Technician Location: Irungattukottai & Taramani, Tamil Nadu (100% On-Site) Department: Reports To: Information Technology IT Service Delivery Supervisor Employment Type: Schedule: Full-Time Standard business hours with on-call coverage for Priority 1 incidents About the Role We are seeking a highly skilled Senior IT Service Desk Technician to serve as a technical escalation point and operational leader within our IT support team. This role combines advanced troubleshooting, mentorship, incident leadership, and continuous service improvement. The ideal candidate brings strong expertise in Microsoft 365, endpoint management, identity and access management, and networking fundamentals, along with a passion for delivering an exceptional end-user experience. This individual will play a critical role in stabilizing systems, improving processes, and elevating service desk performance. Key Responsibilities Incident Management & Escalations • Serve as Tier 2/3 escalation point for complex technical incidents and service requests. • Lead triage and resolution of Priority 1 and Priority 2 incidents, including root cause analysis and post-incident reviews. • Act as technical lead during major incidents, coordinating cross-functional response and executive communications as needed. • Ensure all incidents are properly documented, categorized, and resolved within SLA targets. • Participate in rotating on-call support for critical outages. Endpoint & Systems Administration • Administer and support Windows 11 endpoints, mobile devices (iOS), and related peripherals. • Manage Microsoft 365 services including Exchange Online, Outlook, Teams, SharePoint, and OneDrive. • Support identity and access management in Azure AD (Entra ID), including MFA, Conditional Access, SSO, and account lifecycle management. • Manage endpoint configuration and compliance using tools like Intune or Autopilot. • Oversee patch management, application deployment, and device encryption standards. • Troubleshoot VPN connectivity and networking issues (TCP/IP, DNS, DHCP, Wi-Fi, VLANs). Security & Compliance Support • Respond to endpoint detection and response (EDR) alerts and assist in remediation efforts. • Support vulnerability management and patch compliance initiatives. • Assist with phishing investigations and user security awareness. • Maintain compliance with access control policies, audit requirements, and data handling standards. Process Improvement & Operational Excellence • Monitor ticket queues, SLAs, backlog trends, and recurring incidents to identify improvement opportunities. • Contribute to problem management initiatives and implement permanent fixes. • Participate in Change Advisory Board (CAB) reviews and validate post-change success. • Develop and maintain SOPs, runbooks, and knowledge base documentation. • Identify automation opportunities using PowerShell or system-native tools. Mentorship & Team Leadership • Provide coaching and technical guidance to Service Desk Technicians. • Review escalated tickets for quality and completeness. • Promote best practices in customer service, documentation, and troubleshooting methodology. • Support onboarding and training of new IT staff members. Required Qualifications Experience & Soft Skills • 5+ years of progressive IT support experience, including at least 2 years in a Tier 2 or Tier 3 role. • Experience supporting users in a manufacturing plant, corporate, or hybrid environment. • Proven experience in SLA-driven, ITIL-aligned service environments. • Experience leading or coordinating response during high-impact incidents. • Strong customer-first mindset with excellent communication skills. • Ability to translate technical issues into clear, user-friendly language. • Ownership mentality with strong follow-through. • Ability to mentor junior technicians and lead by example. Technical Expertise • Windows 11 administration and endpoint troubleshooting. • Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive). • Azure AD / Entra ID (MFA, Conditional Access, SSO). • Endpoint management (Intune, Autopilot). • VPN technologies and networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi). • ServiceNow or comparable ticketing platform. • Endpoint security tools (EDR). Education & Certifications • Associate’s or Bachelor’s degree in Information Technology or related field (or equivalent experience). • Preferred Certifications: Microsoft (MS-102, AZ-104, MD-102), CompTIA Security+, ITIL Foundation. Success Metrics (KPIs) • ≥95% SLA adherence for incident response and resolution. • High-quality documentation for 100% of escalations and major incidents. • Measurable reduction in repeat incidents and recurring technical issues. • Timely patch and compliance adherence within defined policy thresholds. Working Conditions • Ability to lift up to 35 lbs (monitors and equipment). • On-call participation for critical incidents. • On-site support responsibilities as required.

At Ascend Performance Materials, we value transparency and fairness in our hiring process. We do not accept unsolicited resumes from third-party recruiters, search firms, or staffing agencies. Any resumes received from such entities will be considered the property of Ascend Performance Materials, and we will not be obligated to pay any fees for such submissions. Our Talent Acquisition Team actively engages with preferred recruitment partners who have established agreements with us. We encourage all interested candidates to apply directly through our official channels to be considered for any open positions.

About Us:

Ascend Performance Materials is the premium provider of high-quality chemicals, fibers and plastics focused on improving quality of life and inspiring a better tomorrow through innovation. We are a fully integrated material solutions provider with manufacturing facilities in North America, Europe and Asia.

Our global workforce makes the materials used to make safer vehicles, cleaner energy, better medical devices, smarter appliances, and longer-lasting apparel and consumer goods. We are committed to safety, sustainability, and the success of our customers and our communities.

Why work at Ascend?

Our vision is to be the recognized leader in the nylon 6,6 value chain, creating new possibilities with PA66 for everyone, everywhere, every day. We achieve that through living our Ascend values: OARS.

Our OARS values shape how we work, lead, and grow together. We take ownership, stay accountable, operate reliably, and support one another to deliver results safely and consistently. Through clear expectations, empowered decision-making, intentional communication, and continuous feedback, we create a culture built on action, visibility, and shared success.

Together, OARS gives us a shared language and clear direction. These values guide our decisions, shape priorities and set expectations as we move forward – aligned, focused and committed to creating performance materials that improve lives today and inspire a better tomorrow.

All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, protected veteran status, citizenship, genetic information or other protected status under federal, state or local laws.