IT Support Engineer

About Position:

The IT Support Engineer will provide first-level and intermediate technical support to end users, ensuring timely resolution of application, desktop, laptop, and system-related issues. This role focuses on delivering high-quality customer service, effective incident management, and adherence to ITIL-based service management practices in a fast-paced, 247 support environment.

• Role: IT Support Engineer
• Location: Hyderabad
• Experience: 2 to 5 years
• Job Type: Full Time Employment

What You'll Do:

• Provide end-user support for application, desktop, laptop, and basic system administration issues
• Diagnose, prioritize, troubleshoot, and resolve IT incidents and service requests via phone and email
• Perform initial triage and troubleshooting by following defined SOPs to identify root causes
• Escalate critical or high-priority incidents requiring urgent attention
• Track, document, and update all incidents and resolutions accurately in the ticketing system
• Take ownership of user issues and ensure timely communication of progress and resolution
• Handle helpdesk requests while meeting defined Service Level Agreements (SLAs)
• Support standard enterprise applications such as Outlook, MS Office, Google Workspace, VPNs, and browsers
• Provide basic to intermediate troubleshooting for Windows, macOS, and VDI environments
• Maintain a high level of customer service and adhere to service management principles
• Work in a 247 environment with rotating shifts and weekly offs
• Continuously enhance technical skills to improve support quality

Expertise You'll Bring:

• 2 to 5 years of experience in an IT Helpdesk or Service Desk (voice-based support)
• Strong verbal and written communication skills
• Knowledge of ITIL framework and service management terminology
• Hands-on experience with Windows and macOS operating systems and VDI environments
• Awareness of basic networking concepts such as DHCP, IP addressing, DNS, TCP/IP, and VPN
• Strong problem-solving and troubleshooting capabilities
• Experience working with ticketing systems and adhering to SLAs
• Ability to work independently and manage tasks in a fast-paced environment
• Excellent documentation and organizational skills
• Customer-focused mindset with a strong commitment to service excellence
• Flexibility to work rotating shifts, weekends, and holidays
• Ability to handle stressful situations and adapt to changing requirements

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Lets unleash your full potential at Persistent - persistent.com/careers

Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.