Support Engineer - India

About Persistent

We are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what?s next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 20 Fortune 50 companies and 4 of the 5 top banks in both the US and India, and numerous innovators across the healthcare ecosystem.

Our disruptor?s mindset, commitment to client success, and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum. Persistent has been recognized across top industry platforms for innovation, leadership, and inclusion. We reported $1,654.4M FY26 revenue with 17.4% Y-o-Y growth. We have delivered 24 sequential quarters of growth with $436.0M in Q4 FY26 revenue, up 3.2% Q-o-Q and 16.2% Y-o-Y growth. Our 27,500+ global team members, located in 18 countries, have been instrumental in helping the market leaders transform their industries. We have been recognized as the Fastest Growing IT Services Brand Globally in the 2026 Brand Finance IT Services 25 Report. We named a Leader in the Everest Group Private Equity (PE) Services PEAK Matrix� Assessment 2026 and Software Product Engineering PEAK Matrix� Assessment 2026.

About Position

This role involves providing end-user IT support by troubleshooting application, system, and hardware issues, managing helpdesk tickets, and ensuring timely resolution of incidents. The position requires strong problem-solving skills, effective communication, adherence to SOPs, and delivering high-quality customer service in a 24x7, fast-paced environment.

• Role: Service Desk Engineer
• Location: Hyderabad
• Experience: 3-5 Yeras
• Job Type: Full Time Employment
  
  

What You'll Do

• Assist end users with application issues, desktop and laptop problems, and system administration tasks.
• Diagnose, prioritise, troubleshoot, and resolve IT incidents and service requests reported via telephone or email.
• Identify and escalate tickets requiring urgent attention or immediate action.
• Perform initial triage and troubleshooting by following Standard Operating Procedures (SOPs) to determine the root cause of alerts.
• Track and document all issues and resolutions accurately in the ticketing system.
• Handle and resolve helpdesk requests efficiently.
• Take ownership of user issues, resolve problems on behalf of users, and communicate progress in a timely manner.
• Maintain a high level of customer service for all support queries and adhere to service management principles.
• Work in a 24x7 environment with rotating shifts and weekly offs.
• Demonstrate flexibility and the ability to manage stressful situations in a rapidly changing environment.
• Thrive in a fast-paced, multi-cultural, and customer-oriented environment.
• Maintain exceptional documentation and communication standards.
  
  

Expertise You'll Bring

• 3–5 years of experience in an IT helpdesk (voice-based) environment.
• Excellent verbal and written communication skills.
• Working knowledge of the ITIL framework and related terminologies.
• Hands-on knowledge of Windows and macOS operating systems, and VDI environments.
• Strong problem-solving and analytical abilities.
• Ability to adhere to Service Level Agreements (SLAs) and ensure timely ticket follow-ups.
• Flexibility to work in a 24x7 environment with rotating shifts, week-offs, and holidays.
• Self-motivated professional with a strong customer service mindset.
• Basic knowledge of networking concepts such as DHCP, IP addressing, DNS, TCP/IP, VPN, and related technologies.
• Ability to provide basic to intermediate troubleshooting support for service desktickets.
• Experience supporting standard applications including Outlook, MS Office Suite, Google Workspace, VPNs, and web browsers.
• Excellent organisational and time-management skills.
• Commitment to continuously developing and maintaining technical skills to deliver high-quality end-user support.
  
  

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
  
  

Let’s unleash your full potential at Persistent - persistent.com/careers

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

ITIL , Application Support, troubleshooting