About the Role

We are seeking a Support Technician who will be responsible for providing comprehensive technical support to end users across hardware, software, virtual desktop environments, and enterprise business applications. This role serves as a primary point of contact for troubleshooting technical issues, resolving incidents, managing service requests, and ensuring seamless day-to-day technology operations.

Key Responsibilities

- Provide support for Citrix Virtual Desktop Infrastructure (VDI) environments and virtual workspaces.
- Diagnose and resolve issues related to operating systems, software applications, printers, connectivity, and user access.
- Troubleshoot networking-related issues involving LAN, Wi-Fi, VPN, and remote connectivity.
- Manage user onboarding, workstation setup, software deployment, and employee offboarding activities.
- Track, maintain, and support the lifecycle management of IT assets, including inventory, allocation, transfers, and disposals.
- Log, prioritize, and resolve incidents and service requests through ITSM tools while adhering to established SLAs.
- Coordinate with cross-functional and global IT teams, including US-based counterparts, for issue escalations and resolution.
- Document technical procedures, troubleshooting activities, and support resolutions accurately.
- Ensure compliance with IT security policies, data protection standards, and operational procedures.
- Participate in root cause analysis and contribute to continuous improvement initiatives.

Skills and Attributes for Success:

- Strong troubleshooting and analytical problem-solving skills.
- Excellent verbal and written communication skills.
- Robust customer-service orientation and stakeholder-management abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- High level of ownership, accountability, and attention to detail.




- Ability to work independently and collaboratively within global teams.
- Adaptability and willingness to learn new technologies and applications.
- Strong documentation and knowledge-management practices.

Qualifications and Experience:

- Bachelor's degree, diploma, or equivalent qualification in Information Technology, Computer Science, or a related field.
- 3 to 6 years of experience in IT Support, Technical Support, End-User Computing, Service Desk, or IT Operations roles.
- Hands-on experience with Windows OS installation, configuration, troubleshooting, and software deployments.
- Experience providing L1 and L2 technical support in a corporate environment.
- Exposure to IT asset management and incident management processes.
- Experience working with ticketing and ITSM platforms.

Preferred Skills:

- Experience supporting CCH Engagement, CCH Axcess, and SurePrep applications.
- Experience supporting Citrix Virtual Apps and Desktop environments.
- Knowledge of ConnectWise, ServiceNow, Jira Service Management, or similar ITSM tools.
- Familiarity with Active Directory, Microsoft 365, Exchange, and user account administration.
- Knowledge of VPN, network troubleshooting, and endpoint security tools.
- Experience working within a global support or shared-services environment.
- Understanding of ITIL-based service management processes.

Work Schedule

- Willingness and flexibility to work in rotational shifts to support global business operations.
- Ability to participate in after-hours support and escalation coverage as required.

What We Look For

We are looking for a technology professional who combines strong technical expertise with a service oriented mindset. The successful candidate will demonstrate initiative, accountability, and a passion for delivering exceptional end-user support while contributing to the stability and efficiency of HBK's technology environment.

📌 Support Technician (Gurugram)
🏢 HBK CONNECT
📍 Gurugram