Support Engineer

Persistent Systems; Hyderabad; Hybrid; INR 1,400,000 - 2,400,000; Full time

Benefits offered by this job

Flexible work hours

Long Service awards

Group term life insurance

Job summary

Persistent Systems is seeking an experienced Support Engineer specializing in End User Computing (EUC) to join our IT support organization. The role emphasizes end-user support, desktop management, incident resolution, and service delivery across the enterprise.

The candidate will collaborate with global teams, handle escalation, drive automation, and participate in modernization initiatives while maintaining high service standards and a strong user experience.

Qualifications

• Bachelor's degree in Computer Science, IT, Engineering, or related discipline.

Responsibilities

• Provide advanced technical support for end-user hardware, software, OS, and network-related issues.
• Resolve complex incidents and service requests within SLAs.
• Act as escalation point for critical issues and major incidents.
• Collaborate with infrastructure, security, application, and network teams to resolve challenges.
• Implement and maintain end-user computing solutions aligned with standards.
• Manage desktop, laptop, mobile device, and peripheral support activities.
• Monitor system performance and analyze trends.
• Conduct root cause analysis and preventive measures.
• Develop and maintain technical documentation and user guides.
• Deliver user training sessions and technology awareness programs.
• Support software deployment, patch management, and endpoint compliance initiatives.
• Ensure adherence to IT policies, security standards, and best practices.
• Participate in upgrades, migrations, and workplace modernization projects.
• Work with vendors and third-party providers to resolve issues.
• Contribute to service-improvement initiatives and user satisfaction.

Skills

Windows

macOS

Linux

Office 365

ITIL

Active Directory

Group Policy

Intune/SCCM/Workspace ONE

PowerShell scripting

VMware

Citrix

Azure

Hybrid/Remote support

End User Computing

Education

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline

Tools

SCCM

Workspace ONE

Intune

VMware

Citrix

Job description

We are seeking an experienced Support Engineer with strong expertise in End User Computing (EUC) to join our IT support organization. The ideal candidate will have extensive experience in end-user support, desktop management, incident resolution, and service delivery. You will play a critical role in ensuring seamless IT operations, maintaining high service standards, and delivering an exceptional user experience across the organization.

• Experience: 8 to 12 Years
• Job Type: Full-Time Employment

What You\'ll Do:

• Provide advanced technical support and troubleshooting for end-user hardware, software, operating systems, and network-related issues.
• Resolve complex incidents and service requests within agreed service levels.
• Act as an escalation point for critical technical issues and major incidents.
• Collaborate with infrastructure, security, application, and network teams to resolve enterprise-wide technical challenges.
• Implement and maintain end-user computing solutions aligned with organizational standards and business requirements.
• Manage desktop, laptop, mobile device, and peripheral support activities.
• Monitor system performance and analyze trends to identify improvement opportunities.
• Conduct root cause analysis for recurring incidents and implement preventive measures.
• Develop and maintain technical documentation, support procedures, knowledge articles, and user guides.
• Deliver user training sessions and technology awareness programs.
• Support software deployment, patch management, and endpoint compliance initiatives.
• Ensure adherence to IT policies, security standards, and operational best practices.
• Participate in technology upgrade, migration, and workplace modernization projects.
• Work closely with vendors and third-party service providers to resolve technical issues.
• Contribute to service improvement initiatives that enhance user satisfaction and operational efficiency.
• Stay current with emerging technologies and industry best practices in End User Computing.

Expertise You\'ll Bring:

• Bachelor\'s degree in Computer Science, Information Technology, Engineering, or a related discipline.
• 8-12 years of experience in End User Computing, IT Support, Service Desk, or Desktop Support environments.
• Strong expertise in troubleshooting and supporting Windows, macOS, and Linux operating systems.
• Hands-on experience with enterprise desktop management and end-user support tools.
• Experience working with remote support tools, ticketing systems, and IT service management platforms.
• Strong understanding of hardware, software, networking, and endpoint technologies.
• Experience supporting Microsoft Office 365 and enterprise collaboration platforms.
• Knowledge of Active Directory, Group Policy, user administration, and identity management concepts.
• Experience managing incident, problem, and change management processes.
• Strong analytical and problem-solving capabilities with the ability to perform root cause analysis.
• Excellent verbal and written communication skills.
• Ability to communicate technical concepts effectively to non-technical users and business stakeholders.
• Strong customer-focused mindset with a commitment to service excellence.
• Ability to work independently as well as collaboratively within global teams.
• Experience mentoring junior engineers and providing technical guidance.
• Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
• Experience with virtualization technologies such as VMware and Citrix.
• Familiarity with cloud platforms including AWS and Microsoft Azure.
• Knowledge of ITIL framework and IT service management best practices.
• Experience with endpoint management tools such as Microsoft Intune, SCCM, or Workspace ONE.
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation, or equivalent.
• Experience supporting hybrid workplace environments and remote workforce technologies.
• Exposure to automation and scripting using PowerShell or similar technologies.
• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

\"Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.\"