Information Technology Infrastructure Specialist

Job Title - Helpdesk Support Engineer

Years of Experience - 4 - 12 Years

Level - Mid / Senior Level

Location - Bengaluru

About the Role

As global investment firms continue to expand their technology footprint, providing reliable, responsive, and high-quality end-user support has become mission-critical. The Helpdesk Support Engineer will play a key role in delivering outstanding customer service and technical support to a diverse global user base.

This position is part of a technology infrastructure team responsible for building and supporting the foundational platforms and end-user technologies that power critical business operations. The team thrives in a fast-paced, dynamic, and collaborative environment, continually innovating to improve the employee experience and productivity across regions.

What You’ll Do

Deliver outstanding remote customer service and technical support to employees globally.

Utilize ticketing platforms (e.g., Jira Service Management) to log, track, and manage incidents, problems, and requests.

Diagnose and resolve hardware, software, and connectivity issues efficiently, providing clear guidance and advice.

Escalate complex issues to other support and engineering teams when necessary.

Manage and prioritize support requests effectively to ensure timely resolution.

Educate and empower users through self-service portals and training on new tools and processes.

Create and maintain knowledge-base articles for recurring issues and solutions.

Collaborate with local and off-site technology service providers to enhance service delivery.

Provide clear documentation, updates, and root cause analysis on support issues to management as required.

What’s Required

Minimum 4 years of experience in client service, desktop support, or technical support roles.

Bachelor’s degree in Technology, Computer Science, or a related field.

Proficiency in troubleshooting Microsoft Windows, Apple MacBook systems, and Microsoft Office tools.

Familiarity with market data and electronic trading platforms (e.g., Bloomberg, Neovest) preferred.

Ability to work independently and collaboratively across global teams, maintaining composure in high-pressure environments.

Strong scripting and automation skills (PowerShell, Splunk) are advantageous.

Commitment to the highest ethical standards.