IT Support Specialist

Job Title: IT Support Specialist

Experience: 7–9 Years

Location: Hyderabad

Work Mode: Work from Office (5 Days a Week)

Employment Type: Full time, Permanent

Shift: General Shift with daily overlap with UK business hours

Working Arrangement: Office-based; no hybrid or remote option

Job Summary

We are looking for an experienced IT Support Specialist to serve as the primary on-site IT support resource for our Hyderabad office. The candidate will be responsible for providing first-line IT support to employees and handling second-line technical support across end-user computing, office network infrastructure, workplace technology and IT site operations.

The role requires a hands-on, self-driven professional capable of independently managing IT operations, troubleshooting technical issues, coordinating with global infrastructure teams and ensuring smooth IT service delivery.

The successful candidate will work closely with international IT teams across different time zones, providing end-user support and maintaining the organization's IT infrastructure in accordance with global IT policies and standards.

Key Responsibilities

1. First-Line Support and Service Desk

- Act as the primary point of contact for all IT-related issues at the Hyderabad office.
- Provide walk-in, deskside and remote technical support to employees.
- Log, categorize, prioritize and manage incidents and service requests through the ITSM platform.
- Troubleshoot common IT issues related to password resets, account unlocks, MFA, Microsoft Teams, Outlook, OneDrive, SharePoint and printing.
- Handle hardware requests, software installations, access requests and standard IT service requests.
- Manage Joiner, Mover and Leaver (JML) processes, including account creation, device allocation, IT induction and access removal.
- Maintain proper ticket documentation and ensure timely resolution within agreed SLAs.
- Create and maintain knowledge base articles and IT support documentation.

1. End User Computing (Second-Line Support)

- Build, configure, deploy and maintain laptops, desktops, monitors, docking stations, mobile devices and other IT peripherals.
- Manage endpoint devices using Microsoft Intune or similar endpoint management platforms.
- Troubleshoot Windows operating system, hardware, software, user profile, connectivity and performance-related issues.
- Diagnose and resolve escalated technical issues before involving global infrastructure teams.
- Monitor and remediate endpoint compliance, patching and security-related issues.
- Provide technical support for meeting rooms, video conferencing systems, display units and Microsoft Teams Rooms.
- Support town halls, business meetings and office events.
- Manage printers, multifunction devices and related vendor coordination.
- Maintain hardware inventory, spare devices and IT asset allocation records.

1. Network and Site Infrastructure Support

- Act as the on-site technical representative for the global infrastructure team.
- Perform first-level troubleshooting of office LAN, WAN and Wi-Fi connectivity issues.
- Troubleshoot networking fundamentals, including TCP/IP, VLANs, DHCP, DNS, IP addressing and VPN.
- Provide hands-on support for enterprise switches, wireless access points, firewalls and network equipment.
- Perform physical installation,



cable patching, power cycling, hardware replacement and basic maintenance of communication room equipment.
- Support installation and commissioning of network and firewall equipment in coordination with global infrastructure teams.
- Coordinate with Internet Service Providers (ISPs) for circuit issues, installations and upgrades.
- Work with Facilities teams on power, cooling, structured cabling and access-control-related IT dependencies.
- Maintain network diagrams, communication room layouts, cabling records and site infrastructure documentation.

1. Incident, Change and Problem Management

- Manage IT incidents in accordance with established incident management procedures.
- Identify and escalate critical incidents and major IT disruptions to global support teams.
- Coordinate with infrastructure, application support and external vendors for issue resolution.
- Participate in major incident calls and provide on-site technical updates.
- Support root cause analysis and implement preventive measures.
- Raise and coordinate change requests for planned IT maintenance, office moves and infrastructure deployments.
- Follow ITIL-based incident, problem and change management processes.

1. IT Asset, Vendor and License Management

- Maintain accurate IT asset inventory, including asset tagging, allocation, warranty and disposal records.
- Manage hardware procurement coordination, quotations and local IT vendor relationships.
- Coordinate with hardware suppliers, ISPs, AV providers and maintenance vendors.
- Track vendor support cases, service delivery and annual maintenance contracts.
- Manage software licenses and subscriptions, including allocation, reclamation and periodic reconciliation.
- Coordinate secure disposal of retired IT equipment and data-bearing devices.

1. IT Security and Compliance

- Ensure end-user devices and site systems comply with corporate IT security policies.
- Identify and escalate security incidents, including phishing, lost or stolen devices and unauthorized access.
- Support internal and external IT audits by maintaining asset, access and user lifecycle records.
- Ensure appropriate device patching, endpoint compliance and security controls.
- Promote secure IT practices, password hygiene and data protection awareness among employees.

1. Global Team Collaboration and Continuous Improvement

- Work closely with global IT support and infrastructure teams across different geographical locations.
- Coordinate daily handovers with international teams, particularly UK-based support teams.
- Support the IT requirements of a growing office environment.
- Participate in global IT operations meetings and follow-the-sun support activities.
- Monitor site-level IT service performance, ticket volumes and recurring technical issues.
- Identify opportunities to improve IT support processes, standardization and automation.





Required Technical Skills Operating Systems and Microsoft Technologies

- Strong knowledge of Windows 10/11 operating systems.
- Microsoft 365 administration and troubleshooting.
- Exchange Online, Microsoft Teams, OneDrive and SharePoint.
- Microsoft Entra ID and Active Directory user/group administration.
- Microsoft Intune or similar endpoint management solutions.

Networking and Infrastructure

- Strong understanding of TCP/IP, VLANs, DHCP, DNS, Wi-Fi and VPN.
- Practical experience supporting enterprise switches and wireless access points.
- Basic hands-on experience with next-generation firewalls.
- Knowledge of network racks, patch panels, structured cabling and UPS systems.
- Experience supporting office LAN/WAN and network infrastructure.

End User Computing

- Laptop and desktop deployment, configuration and troubleshooting.
- Hardware and software troubleshooting.
- Endpoint security, patch management and device compliance.
- Microsoft Teams Rooms and video conferencing technologies.
- Printer and peripheral support.

IT Service Management

- Experience with enterprise ITSM tools such as ServiceNow or Jira Service Management.
- Strong understanding of ITIL-based incident, request, problem and change management.
- SLA management, ticket documentation and escalation procedures.

Required Qualifications and Experience
- B.Tech / B.E. in Computer Science, Information Technology, Electronics or a related discipline, or equivalent professional experience.
- 7–9 years of relevant experience in enterprise IT support and IT operations.
- Minimum 2 years of experience in second-line IT support or deskside support.
- Hands-on experience supporting office network infrastructure.
- Strong experience in Windows operating systems, Microsoft 365, Active Directory and endpoint management.
- Experience handling IT support independently and coordinating with remote/global infrastructure teams.
- Excellent troubleshooting, communication and documentation skills.

Preferred / Good-to-Have Skills
- Experience working as the sole or lead IT support engineer for a branch office or Global Capability Centre (GCC).
- Experience in multinational organizations, financial services or commodities/trading environments.
- ITIL 4 Foundation certification.
- CompTIA A+ or Network+ certification.
- Cisco CCNA certification.
- Microsoft 365 Certified: Endpoint Administrator Associate.

Key Competencies
- Strong ownership and accountability.
- Ability to work independently with minimal supervision.
- Excellent customer service and stakeholder management skills.
- Solid analytical and troubleshooting capabilities.
- Effective written and verbal communication skills in English.
- Ability to manage multiple priorities and critical incidents.
- Comfortable working with international teams across different time zones.

Important Role Information
- This is a 100% Work From Office position based in Hyderabad.
- Candidates must be comfortable working five days a week from the office.
- No hybrid or work-from-home arrangement is available.
- Daily overlap with UK business hours is required for international team handovers.
- Occasional weekend and out-of-hours support may be required for planned maintenance and critical incidents.
- The candidate will be the primary on-site IT support resource for the Hyderabad office.

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