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