End User Support Specialist II in Trivandrum, KL, India

End User Support Specialist II in Trivandrum, KL, India Description

The primary work location for this role is Trivandrum with a hybrid work model.

Envestnet is an adaptive WealthTech company that is redefining the future of wealth management by helping advisors meet the moment with its comprehensive technology, actionable insights, and industry leading support. Backed by over 25 years of experience and approximately $7.0 trillion in platform assets, Envestnet is trusted by over one third of financial advisors across leading banks, wealth managers, brokerages, and RIAs.

You ll join Envestnet s Global Technical Support (GTS) team within End User Services. The Level 2 deskside group that keeps our employees productive every day. Based in our Trivandrum (TRV) office, you ll be the hands-on technical resource behind escalations from our Global Service Desk (L1), spanning hardware, software, endpoints, and conference room technology. Our team partners closely with Security Operations, Intune/EUC administrators, and engineering; executing projects to ensure a great end-user experience while strengthening our security posture. It s a collaborative, fast-moving environment where solving problems well, and documenting them clearly, makes a direct, visible impact across the organization.

As a Technical Support Specialist II, you ll resolve escalated day-to-day technical issues for our TRV user community and help improve how we deliver support.

Provide Level 2 support at the desktop level - installing and upgrading software, installing hardware, configuring systems and applications, and troubleshooting end-user devices, conference room technology, and environmental factors such as WiFi.

Act as a technical escalation point for Level 1 Global Service Desk technicians - addressing troubleshooting, process, and procedural queries - and follow the documented escalation process for Level 3 (Solutions) or management assistance.

Perform remote and onsite troubleshooting of hardware, software, and networking issues for a range of clients, responding in person, by phone, email, or via a remote desktop tool.

Lead on-site, location-based L2 initiatives, involving the L1 Global Service Desk as necessary, and participate in project teams tasked with executing changes.

Manage the onboarding process for new users, including device readiness and access coordination, and create documentation for processes and procedures in the Service Desk on Jira/Confluence.

Oversee the Autopilot imaging process to ensure alignment with organizational standards and end-user specifications, and participate in patching and upgrade testing with Intune/EUC administrators.

Maintain an inventory of all equipment and software licenses, and work with system administrators and engineering teams on projects and problem resolution as needed.

Generate ad hoc reports for management using endpoint tools, Active Directory, ticket information, and related systems.

Train users on new company-provided applications, assist with problem-solving for supported applications, and suggest training ideas based on support interactions.

Collaborate with Security Operations to enhance security posture and end-user experience; follow up with customers to confirm resolution; be available for night and weekend support during critical periods; and provide AV support for executive presentations and conference room equipment.

Bachelor s degree in technology or a related subject, or an equivalent combination of education and work experience.

Strong aptitude in Windows repairs, spyware and virus removal, hardware, upgrades, and troubleshooting.

Knowledge of the methodologies used to run computer systems and to troubleshoot computer equipment malfunctions.

Ability to communicate problems effectively with both technical and non-technical groups, while maintaining confidentiality.

Preference will be given to candidates with matching macOS repair and troubleshooting experience.

Prior experience with Intune or Autopilot endpoints. Working knowledge of ITIL foundations and principles. Why You ll Enjoy Working at Envestnet

Help shape the future of WealthTech. At Envestnet you ll gain hands-on experience and collaborate with some of the industry s brightest minds to deliver meaningful, innovative solutions that make a real difference.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.