Job highlights

- Required Qualifications
- Preferred Qualifications
- Experience Level: 3 to 6+ Years . Role Summary

Job Title: Desktop IT Support Engineer

Work Location: Hyderabad

Job Type: Full-Time/Permanent

Experience Level: 3 to 6+ Years

Role Summary

We are seeking a detail-oriented and customer-focused Desktop Support Technician to provide first-line operational support for AssetMark employees and business services. This role is responsible for managing the IT service management (ITSM) queue, monitoring critical business processes and automated jobs, handling incidents and service requests, coordinating escalations, and ensuring timely resolution of issues impacting end users and business operations.

The Desktop Support

Team serves as a central point of contact for IT support, working closely with Facilities, infrastructure, application, security, and vendor teams to restore service, communicate status updates, and maintain service excellence.

Key Responsibilities

- Monitor and manage the Service Desk ticket queue to ensure incidents and requests are properly prioritized, assigned, and resolved within established service levels.
- Log, categorize, prioritize, investigate, and document incidents, service requests, and operational issues in the ITSM platform.
- Perform first-line troubleshooting and resolution for user-reported issues, escalating when appropriate.
- Monitor critical business processes, including web-based data imports, automated file transfers, scheduled integrations, and batch-processing jobs.
- Identify failures, delays, or exceptions in monitored jobs and take appropriate action to restore service or engage support teams.
- Create, update, and communicate incident tickets related to monitoring alerts, system outages, service degradations,



and application issues.
- Coordinate escalations to infrastructure, application, cybersecurity, vendor, and development teams while ensuring appropriate follow-up.
- Provide timely communication and status updates to users, stakeholders, and management during incidents and service interruptions.
- Participate in major incident management activities, including documentation, communications, and post-incident follow-up.
- Follow documented operational procedures, runbooks, and escalation processes.
- Review monitoring dashboards, alerts, and reports to identify recurring issues and service trends.
- Support user access requests, password resets, account maintenance, and other standard service desk functions.
- Maintain accurate incident records, ticket updates, and resolution documentation.
- Contribute to knowledge base articles, operational documentation, FAQs, and standard operating procedures.
- Partner with global IT teams to improve service delivery, automate repetitive tasks, and enhance monitoring capabilities.
- Adhere to ITIL-based processes, security standards, compliance requirements, and company policies. Required Qualifications

- 2-5 years of experience in a Service Desk, IT Operations Center, Help Desk, NOC, or IT Support environment.
- Experience managing ticket queues and handling incidents within an ITSM platform such as Jira Service Management, ServiceNow,



Freshservice, or similar.
- Experience with Zoom, Zoom Rooms, and supporting Web Conferencing hardware.
- Working knowledge of Windows OS is required, with demonstrated proficiency supporting Apple macOS devices and applications in an enterprise environment, including troubleshooting, configuration, connectivity, security, and endpoint management.
- Understanding of incident management, escalation management, and service request fulfillment processes.

- Strong troubleshooting and analytical skills with the ability to identify issues and determine appropriate escalation paths.
- Ability to manage multiple priorities in a fast-paced operational environment.
- Excellent verbal and written communication skills.

- Robust customer service orientation and attention to detail.
- Experience working with global teams across multiple time zones.

Preferred Qualifications

- ITIL Foundation certification.
- Experience supporting financial services, wealth management, or regulated industries.
- Familiarity with monitoring platforms and operational dashboards.

- Experience with file transfer technologies (SFTP, FTP, managed file transfer solutions).
- Experience monitoring integration platforms, web services, APIs, batch jobs, or automated workflows.
- Basic understanding of Microsoft 365, Active Directory/Entra ID, and endpoint support concepts.

- Experience creating operational documentation, KB articles, and runbooks.

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.

📌 Desktop IT Support Engineer (Hyderabad)
🏢 SMC Squared
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