Sr IT Support Specialist

insightsoftware; Hyderabad; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

insightsoftware is seeking a Senior IT Support Specialist to lead end-to-end IT asset lifecycle operations across regional offices and remote teams. You will manage procurement, imaging, deployment, and decommissioning, ensuring devices are ready for Day 1 and securely retired at end of life.

You will diagnose endpoint hardware issues, coordinate with Dell ProSupport and AppleCare, re-image Windows and macOS, and enforce security policies.

Qualifications

• Experience in IT desktop support, IT asset management, or corporate service desks.
• Strong knowledge of Dell laptops, Apple MacBooks, and OEM warranty processes.
• Experience with Windows 10/11 and macOS administration; familiarity with ITSM tools.

Responsibilities

• Oversee IT asset lifecycle from procurement to disposal and onboarding.
• Coordinate endpoint hardware troubleshooting and warranty management.
• Manage service desk tickets in Jira Service Management and collaborate with HR/Facilities.

Skills

IT Asset Mgmt

Jira Service Management

Azure AD

Tools

Device42

Tanium

Job description

About Us

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.

Job Description

Role Summary The Senior IT Support Specialist is responsible for end-to-end IT asset lifecycle operations, desktop hardware support, and service delivery across regional offices and remote workforces. This role combines hands-on endpoint hardware troubleshooting (Dell & Apple) with vendor warranty management, asset auditing, and close coordination with HR/People Operations for new hire provisioning, refreshes, and equipment recovery.

Key Responsibilities

1. IT Asset Management (ITAM) & Logistics Coordinate the end-to-end lifecycle of IT equipment (procurement staging, imaging, deployment, tracking, refresh, and end-of-life disposal). Manage the IT onboarding workflow for full-time employees and contingent workers, ensuring laptops and peripherals are built, tested, and delivered ahead of Day 1. Oversee reverse logistics for employee offboarding: arrange equipment pickups, track return shipments, inspect received devices, and update asset status. Maintain accurate inventory records across Jira Asset Management, CMDB (Jira Asset Management), and tracking sheets; perform regular reconciliations and discrepancy audits. Administer fleet refresh and employee device retention initiatives (e.g., "Keep Your PC" program). Manage the staging, checkout, and retrieval of the regional loaner laptop pool.
2. Endpoint Diagnostics, Break-Fix & Vendor Coordination Act as the senior escalation point for endpoint hardware issues (battery degradation, thermal throttling, power failures, display/motherboard faults, keyboards, docking stations etc). Interface directly with OEM warranty support (Dell ProSupport, AppleCare) by logging service requests, dispatching on-site technicians, tracking parts availability, and escalating out-of-warranty cases. Re-image, configure, and restore Windows and macOS operating systems to standardized corporate baselines. Support endpoint security posture by executing remote wipe/lock protocols (e.g., DriveStrike) and adhering to local administrator elevation policies.
3. Service Desk Operations & Stakeholder Collaboration Manage incoming tickets in Jira Service Management (JSM), maintaining clear communication and meeting SLAs. Partner with Servicedesk, HR Operations, People Experience, Facilities, and department managers to support hiring spikes, office moves, and offboarding schedules. Document troubleshooting playbooks, asset workflows, and standard operating procedures (SOPs) in Confluence.

Qualifications & Requirements

• Experience: 6–8+ years of progressive hands-on experience in IT desktop support, IT asset management, or corporate service desk environments.
• Hardware Expertise: In-depth knowledge of Dell commercial laptops (Latitude, Pro, Xps etc) and Apple MacBooks; strong experience diagnosing component-level faults and navigating OEM warranty processes.
• Operating Systems: Strong administration skills in Windows 10/11 Pro/Enterprise and macOS.
• Server Operating systems experience is a plus.
• Asset Tracking & ITSM Tools: Proficiency with Jira Service Management (JSM), Jira Assets, and CMDB/discovery tools (e.g., Device42, Tanium).
• Identity & Directory Services: Familiarity with Active Directory/Azure AD (user offboarding, group memberships, provisioning).
• Logistics & Organization: Demonstrated track record managing regional courier/shipping logistics, tracking numbers, and physical inventory reconciliations.

Preferred Certifications & Skills

• CompTIA A+, Network+, or Microsoft 365 Certified: Endpoint Administrator.
• Dell Certified Systems Expert (DCSE) or Apple Certified Support Professional (ACSP).
• ITIL Foundation v3/v4 certification.
• Experience supporting a globally distributed, hybrid workforce.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Learn more about our high-energy, high-performance global team: Work With Us insightsoftware.

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Background checks are required for employment with insightsoftware, where permitted by country, state/province.

At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.