End User Support Analyst, Specialist (Service Desk lead)

Vanguard; Hyderabad; On-site; INR 500,000 - 700,000; Full time

Job summary

Vanguard India is seeking a Technical Support professional to resolve complex issues and deliver an exceptional client experience. The role emphasizes troubleshooting, knowledge creation, and peer coaching, with focus on Windows, MacOS, and remote connectivity.

Ideal candidates will have at least two years of experience in technical support, experience with virtual desktops, and familiarity with ServiceNow and Genesys solutions. This position is based in Hyderabad, Telangana, India.

Qualifications

• Minimum 3 years of experience in technical support or end-user IT services.
• Bachelor's degree in Computer Science, Information Technology, or related discipline.
• Windows and MacOS support experience.
• Virtual desktop environment experience.
• VPN, connectivity, and endpoint troubleshooting.
• ServiceNow experience (preferred).
• Genesys experience (preferred).

Responsibilities

• Provides intermediate level technical support addressing end-user issues such as implementation, configurations, control, maintenance, troubleshooting, security, and usage monitoring.
• Resolves moderately complex technical troubleshooting issues to ensure end user productivity.
• Provides consultation with clients and key stakeholders on potential technical issues or problems that may affect end user productivity.
• Creates and maintains knowledge-based articles, procedures, and training for support areas and crew.
• Maintains an accurate data inventory regarding end-user issues within the tracking system and according to policies and standards.
• Resolves issues elevated from crew with less experience. Determines severity of unresolved issues and escalates issues accordingly.
• Learns and complies with Information Technology and Information Security policies and procedures.
• Participates in special projects and performs other duties as assigned.

Skills

Windows support

MacOS support

Virtual desktop

VPN connectivity

Endpoint troubleshooting

IT service desk

Knowledge sharing

Education

Bachelor's degree in Computer Science / IT or related field

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

We're looking for someone who solves complex issues, shares knowledge, and elevates the team. The ideal Technical Support professional with at least two years of experience who thrives on resolving complex and escalated issues while delivering an exceptional client experience. This role combines advanced troubleshooting, strong client relationship management, knowledge creation, and peer coaching to strengthen the entire support team. Successful candidates identify recurring trends, create knowledge that enables faster resolution, coach developing analysts, and turn frontline insights into opportunities to improve processes and the overall client experience. 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 intermediate level technical support to address end user issues such as implementation, configurations, control, maintenance, troubleshooting, security, and usage monitoring.

2. Resolves moderately complex technical troubleshooting issues to ensure end user productivity.

3. Provides consultation with clients and key stakeholders on potential technical issues or problems that may affect end user productivity.

4. Creates and maintains knowledge-based articles, procedures, and training for support areas and crew.

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

6. Resolves issues elevated from crew with less experience. Determines severity of unresolved issues and escalates issues accordingly.

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

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

Qualifications and Skills

• Minimum 3 years of experience in technical support or end-user IT services, with at least 1 year in a direct support role.
• Bachelor's degree (B.E./B.Tech) in Computer Science, Information Technology, or a related discipline, or equivalent training and experience.
• Windows and MacOS support experience.
• Virtual desktop environment experience.
• VPN, connectivity, and endpoint troubleshooting.
• ServiceNow experience (preferred).
• Genesys experience (preferred).

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.