Technical Specialist - TECHHUB DESKTOP

Job Description

Title                 Technical Specialist - Techhub- Desktop

Department      Enterprise Infrastructure Services – Desktop Services

Location          Bangalore

Reports To       Technical Manager

Level                Grade 4

We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our TechHub-Desktop / ESM team and feel like you’re part of something bigger.

About your team

Desktop Team – is part of EIS team that provides support to Fidelity business units across the Locations. This is one of the most critical support team who supports everyone is the organization and manage End user IT Assets infrastructure. Techhub teams provide End-Users support to Fidelity employees and manages relations with internal functions, teams and assist them with their technologies support and requirements. This includes the support of business applications that underpin our revenue, operational, compliance, finance, legal, marketing and customer service functions. The broader organisation incorporates Enterprise Infrastructure Services (EIS) that the firm relies on to operate on a day to day basis including data centre, networks, proximity services, security, application Infrastructure, incident management and remediation.

About your role

He/she has primary responsibility for hardware and software support services, maintaining customer satisfaction through problem resolution, Service Level Agreements (SLA) and being the lead, focus of a localised technical team. The role involves exposure to other Technical Services technologies groups and requires a solid understanding of how these interact together and the processes for delivery.

• Be a fully experienced employee able to handle more complex work or service provision.
• Work with limited supervision to achieve agreed targets and goals.
• Demonstrate either specialist technical knowledge, project skills and people management skills.
• Ensures that activities of direct & indirect subordinates support the overall area goals.
• Actively participate as a team member – share with colleague - knowledge, skills and experience of process, product, standards and systems.

About you

Your key accountabilities

• Resolving Service Requests and Incidents within SLA - Enhance Client experience by reducing repeated issues.
• Work on complex problems - use Nexthink, identify root cause and create KB articles. Follow escalations if SLAs are breaching.
• Collaborate with Infrastructure teams on high severity issues and provide resolution to end users.
• Be able to establish relationship with various functons and improve End-User experience.
• Achieve high quality of service support to the business community.
• End Users IT Assets Management - Managing Data Quality.
• Projects Support - Executing and driving Project work with great client experience.

Skills and experience

• IT experience, with proven technical support experience.
• Solid knowledge of desktop OS environments Windows10, 11, Mac OS with very good investigation skills.
• In-depth knowledge of O365 architecture. Advanced troubleshooting skills in solving O365 app issues like Outlook, MS Teams etc.
• Experience of Audio/Video technologies support - Zoom room with Poly devices.
• Analytical and problem-solving skills.
• Sound knowledge on Network & Internet applications
• Good to have a team leadership experience.
• ITL certified (Desirable) with a knowledge of structured change management.
• Organised and be able to work under pressure and on tight deadlines.
• Flexible team player, comfortable in a multi-national environment.
• Strong relationship with business units. Experience in dealing with different kind of business environments.
• Client management experience - ability to interact with senior stakeholders and VIPs
• Flexible and adaptable, responds rapidly to changing agendas.  Able to re-prioritise and organise effectively.
• Communicator – excellent written and verbal skills, good attention to detail.

Desirable skills

• Knowledge of Microsoft BackOffice products.
• Knowledge of Application and security patches deployment through SCCM, Microsoft Intune. Modern Desktop Management and VDI infrastructure - Citrix based.
• Knowledge of software packaging
• knowledge of WAN and LAN dependencies
• Industry Recognised Qualifications – MCP, MCSE, and CCNA.

Feel rewarded

For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.