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Senior IT Support Engineer

Keeping Enterprise Technology Reliable, Secure & User-Focused.

Senior IT Support Engineer specialising in EUC, Microsoft 365, Intune, Entra ID, Endpoint Management and Enterprise IT Support.

6+ years of experience delivering enterprise-grade IT support across the UK and India, supporting 8,000+ users and critical business environments.

London, UKOpen to Senior IT Opportunities
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Years Experience

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Users Supported

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SLA Compliance

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First-Time-Fix Rate

Profile

About Me

A senior enterprise IT support professional focused on measurable service quality, endpoint reliability and outstanding user experience.

Gurwinder Singh is a Senior IT Support Engineer with 6+ years of progressive experience delivering enterprise EUC, deskside and service desk support across India and the UK.

Currently working on-site within GSK's London environment through Intuited Ltd, Gurwinder provides high-quality technical support across a complex and highly regulated enterprise environment supporting thousands of users.

His expertise spans Microsoft Intune, Autopilot, Microsoft 365, Active Directory, Entra ID, Windows 10/11, SCCM/MECM, networking, VPN, endpoint analytics, IT security and ITIL-based service management.

He is particularly experienced in VIP and C-suite support, endpoint lifecycle management, incident management, proactive troubleshooting and improving first-time-fix performance.

What I Bring

  • Enterprise IT Support

    Deskside, field and service desk support in large, regulated environments.

  • VIP & Executive Support

    Discreet white-glove support for senior stakeholders and C-suite users.

  • Endpoint Management

    Intune, Autopilot, SCCM/MECM and full device lifecycle management.

  • Microsoft 365 & Cloud

    Exchange Online, Teams, SharePoint, OneDrive and Azure / Entra ID.

  • Networking & Infrastructure

    LAN, Wi-Fi, VPN, DNS, DHCP and TCP/IP troubleshooting at scale.

  • IT Security & Compliance

    BitLocker, endpoint protection, patching and vulnerability remediation.

Results

Impact & Achievements

Measurable outcomes delivered across enterprise support operations and endpoint programmes.

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    Users Supported

    Supported large-scale enterprise environments across the UK and India.

  • 0%+

    SLA Compliance

    Consistently maintained strong SLA performance across P1, P2 and P3 incidents.

  • 0+

    Device Autopilot Rollout

    Led Microsoft Intune Autopilot deployment for 300+ devices.

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    Faster Deployment

    Reduced device build and deployment time by approximately 40%.

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    First-Time Fix

    Maintained a first-time-fix rate above 85% through proactive diagnostics and endpoint analytics.

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    Fewer Repeat Incidents

    Created and maintained 30+ technical SOPs and knowledge articles, helping reduce repeat incidents by approximately 25%.

Career

Professional Experience

Six years of enterprise support engineering across the UK and India.

  1. Senior IT Support Engineer

    Intuited Ltd — On-site at GSK plc

    May 2023 – PresentLondon, UKCurrent Role

    Senior EUC specialist providing on-site field and deskside support within GSK's London campus and a highly regulated pharmaceutical environment supporting 8,000+ users.

    Responsibilities

    • First- and second-line EUC support
    • VIP and C-suite support
    • ServiceNow incident and request management
    • 95%+ SLA compliance
    • Microsoft Intune / Endpoint Manager
    • Intune Autopilot
    • Active Directory
    • Microsoft Entra ID
    • Microsoft 365
    • Windows 10/11
    • Nexthink endpoint analytics
    • LAN / Wi-Fi / VPN troubleshooting
    • DNS / DHCP / TCP/IP
    • SCCM / MDT
    • Endpoint security
    • BitLocker
    • Patch management
    • Onboarding and offboarding
    • IT asset management
    • PowerShell automation
    • Technical documentation
    • Cross-functional escalation management

    Key Impact

    • 8,000+ users supported
    • 300+ devices managed through Autopilot
    • 95%+ SLA compliance
    • 85%+ first-time-fix
    • 40% faster deployment

  2. Desktop Support Engineer

    Steg Infotech

    June 2017 – August 2020Chandigarh, India

    Provided comprehensive desktop and IT support across a multi-client managed services environment supporting 500+ end users across finance, manufacturing and professional services.

    Responsibilities

    • First- and second-line desktop support
    • Windows 7/8/10 support
    • Active Directory administration
    • Group Policy
    • Microsoft Office / Microsoft 365
    • Exchange and Outlook troubleshooting
    • SCCM / MDT deployment
    • Network troubleshooting
    • LAN / Wi-Fi / VPN
    • TCP/IP
    • Antivirus and endpoint protection
    • ServiceNow / Remedy
    • Hardware troubleshooting
    • Printer and scanner support
    • Technical documentation
    • End-user training
    • Infrastructure projects

    Key Impact

    • 500+ Users Supported

Capabilities

Technical Expertise

Hands-on enterprise skills across endpoints, identity, cloud, networking, security and service management.

Microsoft & Cloud

  • Microsoft 365
  • Outlook
  • Teams
  • OneDrive
  • SharePoint
  • Exchange Online
  • Microsoft Azure
  • Azure AD / Entra ID

Endpoint Management

  • Microsoft Intune
  • Endpoint Manager
  • Intune Autopilot
  • SCCM / MECM
  • MDT
  • OSD
  • Application Packaging
  • Patch Management

Identity & Access

  • Active Directory
  • Entra ID
  • User & Group Management
  • Group Policy
  • LDAP
  • MFA
  • Password Management
  • Access Management

Operating Systems

  • Windows 10
  • Windows 11
  • Windows Server
  • macOS
  • Linux

Networking

  • LAN/WAN
  • Wi-Fi
  • TCP/IP
  • DNS
  • DHCP
  • VPN
  • GlobalProtect
  • Cisco AnyConnect
  • Remote Access

Security

  • BitLocker
  • Antivirus / EDR
  • Symantec Endpoint Protection
  • Patch Management
  • Endpoint Security
  • Vulnerability Remediation
  • Cybersecurity Best Practices

ITSM

  • ServiceNow
  • Remedy
  • Jira
  • Incident Management
  • Problem Management
  • Change Management
  • Request Management
  • ITIL

Monitoring & Automation

  • Nexthink
  • PowerShell
  • Python
  • Bash

Credentials

Certifications

Industry certifications underpinning service management and networking expertise.

  • ITIL v4 Foundation

    IT Service Management

  • Cisco Certified Network Associate (CCNA)

    Networking & Infrastructure

Academics

Education

  1. Master of Business Administration (MBA)

    Leeds Beckett University, Leeds, UK

    2020 – 2022

  2. MSc Computer Science

    Guru Nanak Dev University, Amritsar, India

    2015 – 2017

  3. BCA — Bachelor of Computer Applications

    Guru Nanak Dev University, Amritsar, India

    2012 – 2015

Initiatives

Selected IT Projects & Initiatives

Real workplace initiatives that improved endpoint operations and support performance.

  • 300+ Devices

    Microsoft Intune Autopilot Deployment

    Led device deployment and provisioning using Microsoft Intune Autopilot, improving deployment efficiency and reducing manual imaging overhead.

    Impact

    40% reduction in build & deployment time

  • Nexthink

    Endpoint Analytics & Proactive Support

    Used Nexthink endpoint analytics to identify device health issues, performance degradation and potential root causes before they became major user incidents.

    Impact

    85%+ first-time-fix rate

  • 30+ Technical Articles

    Knowledge Base & SOP Development

    Created and maintained technical SOPs, troubleshooting guides and knowledge articles to improve self-service and reduce recurring incidents.

    Impact

    25% reduction in repeat incidents

  • GSK Enterprise Environment

    VIP & Executive IT Support

    Provided discreet, high-priority white-glove IT support for senior stakeholders and C-suite users.

    Focus

    Reliability • Security • Speed • Customer Experience

Ecosystem

Professional Toolkit

The enterprise platforms and tooling used day to day.

  • Microsoft 365
  • Microsoft Intune
  • Microsoft Azure
  • Entra ID
  • Active Directory
  • ServiceNow
  • Nexthink
  • SCCM
  • PowerShell
  • Windows
  • Cisco
  • GlobalProtect
  • Jira

Working Together

Why Teams Rely On Me

  • Enterprise Mindset

    Experienced supporting large, complex and highly regulated environments.

  • User First

    Strong focus on customer experience, communication and resolving issues efficiently.

  • Technical Depth

    Hands-on experience across endpoints, identity, Microsoft 365, networking and security.

  • Continuous Improvement

    Focused on automation, proactive troubleshooting, documentation and reducing recurring incidents.

Journey

Career Timeline

  1. 2012

    BCA — Computer Applications

  2. 2015

    MSc Computer Science

  3. 2017

    Started Desktop Support Engineering career

  4. 2020

    MBA — Leeds Beckett University

  5. 2023

    Senior IT Support Engineer — Intuited Ltd / GSK

  6. Present

    Enterprise EUC & Senior IT Support

Contact

Let's Connect

Looking for a senior IT support professional who can deliver reliable enterprise support, improve endpoint operations and provide exceptional service to users? Let's start a conversation.

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