Department: Information Technology

Location: Hyderabad

Description

We are seeking an experienced IT Support Specialist – Senior to lead high-quality end-user support, hardware troubleshooting, and application assistance across Windows, Linux, and macOS platforms. Beyond hands-on resolution, this role owns AV operations governance, mentors junior support staff, drives process and automation improvements across the end user onsite support and service desk, and works closely with internal teams and vendors to ensure seamless, scalable IT service delivery and continuous improvement mindset.

A Typical Day In The Life Includes

End-User & IT Support:

• Provide Level 2/3 support for laptops (hardware diagnostics, replacements, vendor coordination) and act as the escalation point for complex or repeat issues.
• Troubleshoot and resolve issues across Windows, Linux (Ubuntu), and macOS, mentor junior technicians on advanced diagnostics.
• Managed imaging, OS deployment, software installation, driver updates, and post-deployment validation.
• Coordinated with imaging, networking,



and security teams to ensure smooth migration
• Support internal and SaaS-based applications, including email, VPNs, printers, and network connectivity.
• Own and continuously improve IT ticketing workflows to track incidents and service requests, identifying recurring issues for permanent fixes.
• Build and maintain documentation, SOPs, and troubleshooting playbooks; review and standardize documentation created by junior team members.
• Lead workstation visits for physical connectivity or issue diagnosis and act as senior point of contact for current hire setup (monitors and other asset installation).

Gen AI & Automation for End-User Support and Service Desk Operations

• Identify repetitive, high-volume ticket categories (password resets, access requests, standard hardware issues) and design automation or self-service workflows to reduce manual effort.
• Collaborated with automation teams supporti

📌 IT Support Specialist, Senior (Hyderabad)
🏢 Infor
📍 Hyderabad