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.
• Strong 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 workplace.

📌 Support Technician (Gurugram)
🏢 HBK CONNECT
📍 Gurugram