End User Support Analyst, Specialist (Service Desk lead)

Vanguard Technologies; Hyderabad; On-site; INR 500,000 - 620,000; Full time

Job summary

Vanguard Technologies, LTD. provides an intermediate level end-user IT support role in a Hyderabad, India environment. The candidate will solve complex issues, share knowledge, and elevate the team, with emphasis on Windows, MacOS, virtual desktop, and remote connectivity experiences.

Two-plus years in technical support and familiarity with ServiceNow or Genesys are preferred. This position involves mentoring peers, creating knowledge resources, and coordinating with stakeholders to maintain

Qualifications

• 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).

Responsibilities

• Provides intermediate level technical support to address 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

End-user IT support

Troubleshooting

Client relationship management

Knowledge sharing

Escalation handling

Team coaching

Education

B.E./B.Tech in Computer Science/IT

Tools

ServiceNow

Genesys

Virtual Desktop

VPN connectivity

Job description

Job Summary

Provides intermediate level end user technical support in a desktop computing environment, under general supervision.

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

• Provides intermediate level technical support to address 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.

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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.