End User Support Analyst, Senior Associate(service desk agent)

Vanguard; Hyderabad; Hybrid; INR 550,000 - 750,000; Full time

Job summary

Vanguard India is seeking a client-focused Technical Support Analyst in Hyderabad. The role requires 2+ years of IT support experience, strong customer service, and a passion for troubleshooting. Ideal candidates have Windows, MacOS, Virtual Desktop, and Remote connectivity experience, with familiarity of ServiceNow and Genesys solutions.

The position is based in Hyderabad, Telangana in Vanguard India's tech center, with a hybrid working model supporting in-person collaboration and remote work.

Qualifications

• 2+ years of IT support and end-user troubleshooting.
• Bachelor's degree in CS/IT or equivalent experience.
• Experience with Windows, MacOS, Virtual Desktop and remote connectivity.

Responsibilities

• Provides entry level technical support to address end user issues such as implementation, configurations, control, maintenance, troubleshooting, security, and usage monitoring.
• Resolves basic technical troubleshooting issues to ensure end user productivity.
• Maintains an accurate data inventory regarding end-user issues within the tracking system and according to policies and standards.
• Elevates more complex issues to the appropriate next level support.
• Learns and complies with IT and Information Security policies and procedures.
• Participates in special projects and performs other duties as assigned.

Skills

Windows

MacOS

Virtual Desktop

Remote connectivity

Education

Bachelor's degree in Computer Science/Information Technology

Tools

ServiceNow

Genesys

Job description

About Vanguard

Founded in 1975, Vanguard is one of the world's leading investment management companies. The firm offers investments, advice, and retirement services to tens of millions of individual investors around the globe-directly, through workplace plans, and through financial intermediaries.

Vanguard India

Vanguard's office in India is a significant milestone in our global expansion. We are committed to establishing an enduring technology center in Hyderabad, Telangana and are excited to be adding talent who will focus on Artificial Intelligence (AI), mobile, and cloud-based technologies that drive our business outcomes and deliver a world-class experience for our clients.

Role Summary

Solve problems. Build trust. Grow your technical career. We're looking for a client-focused Technical Support Analyst with 2+ years of work experience, strong customer service and empathy skills, and a passion for troubleshooting. The ideal candidate is curious, resourceful, and knows how to leverage knowledge articles and documentation to quickly find answers, resolve technical issues, and create a positive support experience while continuing to build their technical capabilities. Ideally, we are looking for candidates with Windows, MacOS, Virtual Desktop and Remote connectivity experience. Preferred candidates will have experience with ServiceNow and Genesys Contact Center Solutions..

Responsibilities

1. Provides entry level technical support to address end user issues such as implementation, configurations, control, maintenance, troubleshooting, security, and usage monitoring.

2. Resolves basic technical troubleshooting issues to ensure end user productivity.

3. Maintains an accurate data inventory regarding end-user issues within the tracking system and according to policies and standards.

4. Elevates more complex issues to the appropriate next level support.

5. Learns and complies with Information Technology and Information Security policies and procedures.

6. Participates in special projects and performs other duties as assigned.

Qualifications and Skills

• Minimum 2 years of experience in IT support, with at least 1 year in direct technical troubleshooting and end-user support.
• Bachelor's degree in Computer Science, Information Technology, or a related discipline, or equivalent combination of education and experience.
• Windows, MacOS, Virtual Desktop and Remote connectivity experience.
• Preferred candidates will have experience with ServiceNow and Genesys Contact Center Solutions.

Location

This role is based in Hyderabad, Telangana at Vanguard India. Only qualified external applicants will be considered.

Our mission

Vanguard adheres to a simple purpose: To take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

Our commitment to you

Vanguard takes the same long-term view of your success-at work and in life-with Benefits and Rewards packages that reflect what you care about, throughout all the phases and stages of your life. Our Total Rewards programs provide you and your loved ones with wellness support for key areas in your life:

• Financial wellness
  We're committed to enabling your financial success and provide competitive offers and programs.
• Physical wellness
  We're committed to providing benefits that support your physical health and wellness.
• Personal wellness
  We're committed to providing resources that help support the full scope of your life.

How we work

Vanguard has implemented a hybrid working model for most of our employees (crew members), designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.