Job Description:

Job Title – ASSOCIATE SYSTEMS ENGINEER, IT Infrastructure

The Purpose of This Role

Fidelity Investments Enterprise Infrastructure is seeking an Associate Systems Engineer to support End User Computing services across Windows and Apple environments. The role focuses on reliable day-to-day support, timely incident resolution, device compliance and a consistent user experience. You will work with internal technology teams and service partners to resolve issues, support workplace technology and improve recurring support processes. The role is based in Bengaluru, India.

The Value You Deliver

·       Provide responsive support for Windows laptops and desktops, Apple Mac devices, iPhone/iPad, printers and workplace peripherals.

·       Support meeting-room and collaboration technology, including basic diagnosis and coordination with specialist teams.

·       Triage and resolve hardware, operating-system, application, access and connectivity issues within agreed service levels.

·       Install, configure and maintain devices and approved applications using enterprise endpoint-management tools.

·       Maintain device health, security and compliance through patching, encryption, endpoint protection and approved configurations.

·       Document incidents, troubleshooting steps and resolutions accurately in ServiceNow or the applicable service-management platform.

·       Coordinate escalations with workplace technology, identity, network, security and vendor teams.

·       Identify recurring issues, contribute to root-cause analysis and improve knowledge articles and support procedures.

·       Support technology rollouts, office changes and device refreshes.

·       Provide support through assigned shifts and operational coverage schedules.

The Skills That Are Key to This Role

·       Hands-on experience supporting Windows and Apple macOS endpoints in an enterprise environment.

·       Practical Apple support knowledge, including macOS troubleshooting, iPhone/iPad support, enrollment, FileVault, software installation and device lifecycle activities.

·       Basic knowledge of ADE (Automated Device Enrolment) OS build, JAMF and Microsoft Intune or equivalent endpoint-management tools

·       Experience diagnosing hardware, operating-system, application, peripheral and basic network-connectivity issues.

·       Basic knowledge of Active Directory, Microsoft Entra ID, Group Policy, permissions and access troubleshooting.

·       Understanding of endpoint security and compliance controls, including patching, encryption, antivirus/EDR and approved software standards.

·       Experience using ServiceNow and following incident, request, problem and change processes.

·       Clear communication, accurate documentation and a strong service mindset.

Skills That Are Good to Have / Added Advantage

·       PowerShell or Python scripting for support automation and reporting.

·       Experience supporting Microsoft 365 applications, Teams and enterprise collaboration tools.

·       Familiarity with ITIL practices; ITIL Foundation certification is an added advantage.

·       Exposure to device provisioning, application packaging, software distribution and endpoint analytics.

·       Experience supporting meeting-room technology or modern workplace environments.

How Your Work Impacts the Organization

FITG (FMR India Technology Group) supports IT capabilities and technology delivery for Fidelity India. This role helps associates remain productive by providing secure, compliant and reliable endpoint and workplace technology. Consistent support practices, accurate records and timely remediation strengthen operational resilience and the user experience.

The Expertise We’re Looking For

·       1 to 3 years of experience in End User Computing, desktop support, workplace technology or IT infrastructure support.

·       Graduate degree or diploma in IT, computer science or a relevant discipline, or equivalent practical experience.

·       Hands-on support experience across Windows and Apple devices.

·       Ability to work in shifts and collaborate across regional and global support teams.

Location: Bangalore - EGL

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