Desktop IT Support Engineer

SMC Squared; Hyderabad; On-site; INR 420,000 - 660,000; Full time

Job summary

SMC Squared is seeking a Desktop IT Support Engineer for Hyderabad to deliver first-line IT support for employees and business services. You will manage the ITSM queue, troubleshoot Windows and macOS devices, and coordinate with global teams across time zones.

Responsibilities include incident management, escalation, runbooks, knowledge base updates, and ensuring timely resolution of issues affecting end users and operations. ITIL-based practices and strong communication are essential.

Qualifications

• 2-5 years in a Service Desk, NOC, or IT Support role.
• Experience with ITSM ticketing platforms (Jira Service Management, ServiceNow, Freshservice).
• Strong Windows and macOS troubleshooting and end-point management.

Responsibilities

• Manage Service Desk ticket queue and ensure SLAs.
• Log, categorize, prioritize, investigate incidents and requests.
• Perform first-line troubleshooting and escalate when needed.
• Monitor critical business processes and automated jobs.
• Coordinate escalations to infrastructure, applications, security, and vendors.
• Provide timely status updates during incidents and outages.
• Contribute to runbooks, KB articles, and support documentation.

Skills

Ticketing ITSM

Windows support

macOS support

Zoom/Web conferencing

Communication

Prioritization

Global teams collaboration

Tools

Jira Service Management

ServiceNow

Freshservice

Zoom Rooms

ITIL tooling

Job description

Job Title: Desktop IT Support Engineer

Work Location: Hyderabad

Job Type: Full-Time/Permanent

Experience Level: 3 to 6+ Years

Role Summary

We are seeking a detail-oriented and customer-focused Desktop Support Technician to provide first-line operational support for AssetMark employees and business services. This role is responsible for managing the IT service management (ITSM) queue, monitoring critical business processes and automated jobs, handling incidents and service requests, coordinating escalations, and ensuring timely resolution of issues impacting end users and business operations. The Desktop Support Team serves as a central point of contact for IT support, working closely with Facilities, infrastructure, application, security, and vendor teams to restore service, communicate status updates, and maintain service excellence.

Key Responsibilities

• Monitor and manage the Service Desk ticket queue to ensure incidents and requests are properly prioritized, assigned, and resolved within established service levels.
• Log, categorize, prioritize, investigate, and document incidents, service requests, and operational issues in the ITSM platform.
• Perform first-line troubleshooting and resolution for user-reported issues, escalating when appropriate.
• Monitor critical business processes, including web-based data imports, automated file transfers, scheduled integrations, and batch-processing jobs.
• Identify failures, delays, or exceptions in monitored jobs and take appropriate action to restore service or engage support teams.
• Create, update, and communicate incident tickets related to monitoring alerts, system outages, service degradations, and application issues.
• Coordinate escalations to infrastructure, application, cybersecurity, vendor, and development teams while ensuring appropriate follow-up.
• Provide timely communication and status updates to users, stakeholders, and management during incidents and service interruptions.
• Participate in major incident management activities, including documentation, communications, and post-incident follow-up.
• Follow documented operational procedures, runbooks, and escalation processes.
• Review monitoring dashboards, alerts, and reports to identify recurring issues and service trends.
• Support user access requests, password resets, account maintenance, and other standard service desk functions.
• Maintain accurate incident records, ticket updates, and resolution documentation.
• Contribute to knowledge base articles, operational documentation, FAQs, and standard operating procedures.
• Partner with global IT teams to improve service delivery, automate repetitive tasks, and enhance monitoring capabilities.
• Adhere to ITIL-based processes, security standards, compliance requirements, and company policies.

Required Qualifications

• 2-5 years of experience in a Service Desk, IT Operations Center, Help Desk, NOC, or IT Support environment.
• Experience managing ticket queues and handling incidents within an ITSM platform such as Jira Service Management, ServiceNow, Freshservice, or similar.
• Experience with Zoom, Zoom Rooms, and supporting Web Conferencing hardware.
• Working knowledge of Windows OS is required, with demonstrated proficiency supporting Apple macOS devices and applications in an enterprise environment, including troubleshooting, configuration, connectivity, security, and endpoint management.
• Understanding of incident management, escalation management, and service request fulfillment processes.
• Strong troubleshooting and analytical skills with the ability to identify issues and determine appropriate escalation paths.
• Ability to manage multiple priorities in a fast-paced operational environment.
• Excellent verbal and written communication skills.
• Strong customer service orientation and attention to detail.
• Experience working with global teams across multiple time zones.

Preferred Qualifications

• ITIL Foundation certification.
• Experience supporting financial services, wealth management, or regulated industries.
• Familiarity with monitoring platforms and operational dashboards.
• Experience with file transfer technologies (SFTP, FTP, managed file transfer solutions).
• Experience monitoring integration platforms, web services, APIs, batch jobs, or automated workflows.
• Basic understanding of Microsoft 365, Active Directory/Entra ID, and endpoint support concepts.
• Experience creating operational documentation, KB articles, and runbooks.