Service Desk Engineer, Technology

Point72 Asset Management, L.P

Bengaluru

On-site

INR 600,000 - 1,000,000

Full time

14 days+

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Benefits offered by this job

Health care benefits

Maternity and adoption leave policies

Generous paternity and family care leave

Employee Assistance Program

Transportation support

Tuition assistance

Job summary

Point72 Asset Management, L.P in Bengaluru is seeking a dedicated IT Support Technician to provide high-quality technical support to our global employees. The ideal candidate will have a Bachelor's degree in computer science along with over 3 years of experience in service desk or desktop support.

You will troubleshoot a variety of technologies, including Windows, Microsoft 365, and networking issues. Applicants should possess strong communication skills and demonstrate the ability to work effectively in fast-paced environments.

The role requires flexibility for 24/7 rotational shifts, ensuring continued operational excellence.

Qualifications

3+ years of experience in service desk or technical support.
Experience with financial services environments highly desired.
Relevant certifications like ITIL Foundation or CompTIA A+ are a plus.

Responsibilities

Provide high-quality technical support via various channels.
Diagnose and resolve incidents across end-user technologies.
Create and maintain knowledge base content.
Identify process improvement opportunities.

Skills

Windows

Microsoft 365

Active Directory

Networking troubleshooting

Mobile devices support

Remote support

ITIL operations

Verbal communication

Written communication

Analytical troubleshooting

Education

Bachelor’s degree in computer science or related discipline

Tools

ServiceNow

Jira

Job description

A CAREER WITH POINT72’S TECHNOLOGY TEAM

As Point72 reimagines the future of investing, our Technology team is constantly improving our company’s IT infrastructure, positioning us at the forefront of a rapidly evolving technology landscape. We’re a team of experts experimenting, discovering new ways to harness the power of open-source solutions, and embracing enterprise agile methodology. We encourage professional development to ensure you bring innovative ideas to our products while satisfying your own intellectual curiosity.

What you’ll do

Provide high‑quality technical support via phone, chat, email, and self‑service channels while delivering white‑glove service to global employees.
Diagnose and resolve incidents across end‑user technologies (Windows/Mac), Microsoft 365, collaboration tools, financial/trading apps, mobile devices, and enterprise applications.
Troubleshoot identity, networking, and endpoint issues including Active Directory, VPN, device configuration, endpoint management, and mobile device management.
Deliver first‑contact resolution whenever possible while logging, categorizing, prioritizing, and managing tickets in the ITSM platform according to SLAs.
Escalate complex issues with clear technical documentation, diagnostic details, and handoff notes to downstream support teams.
Create, improve, and maintain knowledge base content, capturing troubleshooting steps, solutions, and best practices.
Participate in structured shift handovers and support follow‑the‑sun operational coverage.
Identify opportunities for automation, self‑service enhancements, process improvements, and overall service optimization.
Communicate clearly and professionally with users, manage expectations, provide timely updates, and maintain composure under pressure.
Support operational excellence by contributing to continuous improvement initiatives and maintaining strong documentation discipline.

What’s required

Bachelor’s degree in computer science or related discipline, or equivalent practical experience.
3+ years of experience in Service Desk, Help Desk, Desktop Support, or Technical Support, including remote support in high‑volume environments.
Strong knowledge of Windows, Microsoft 365, Active Directory, and core troubleshooting across networking, endpoints, and mobile devices.
Experience supporting enterprise ITSM platforms (ServiceNow, Jira), ITIL‑aligned operations, and knowledge management practices.
Excellent verbal and written communication skills with the ability to prioritize work, meet SLAs, and manage multiple incidents simultaneously.
Professionalism, composure, and adaptability in fast‑paced environments with global user populations.
Experience supporting financial services environments, including exposure to trading or market‑data platforms (e.g., Bloomberg).
Flexibility to work in a 24×7 rotational shift model and willingness to operate in‑office five days per week.
Strong analytical troubleshooting and root‑cause identification skills with high attention to detail and documentation quality.
Relevant certifications such as HDI‑SCA, CompTIA A+, ITIL Foundation (or willingness to obtain).
Commitment to the highest ethical standards.