Role Overview

The Desktop Support Engineer is responsible for providing L1/L2 technical support to end users, ensuring smooth operation of desktops, laptops, and IT infrastructure. The role focuses on incident resolution, system maintenance, and user support to minimize downtime and improve productivity.

Key Responsibilities:

End-User Technical Support

- Provide in office and remote support for desktops, laptops, printers, and peripherals.

- Troubleshoot hardware, software, OS, and application-related issues.

- Resolve IT service requests and incidents within defined SLAs.

- Support employees with email, VPN, collaboration tools, and internal applications.

System & Software Management

- Install, configure, and maintain operating systems (Windows/Mac/Linux).

- Perform system upgrades, patches, and security updates.

- Install and troubleshoot standard software applications.

- Ensure antivirus and endpoint security tools are up to date.

User Account & Access Management

- Create, modify, and deactivate user accounts (email, AD, VPN, ERP, HRMS).

- Assist in onboarding and offboarding activities from an IT support perspective.

- Manage password resets and access permissions as per IT policies.

Network & Infrastructure Support

- Assist in basic network troubleshooting (LAN, Wi-Fi, VPN issues).

- Coordinate with network and infrastructure teams for escalated issues.

- Monitor system health and report recurring issues.





IT Asset & Vendor Management

- Maintain inventory of IT assets (laptops, desktops, accessories).

- Coordinate with vendors for hardware repair, replacement, and AMC support.

- Track asset allocation and returns.

Documentation & Compliance

- Maintain IT support documentation, SOPs, and user guides.

- Update ticketing systems and maintain accurate support records.

- Follow IT security, compliance, and data protection policies.

Skills & Competencies

- Strong knowledge of Windows OS (Windows 10/11); MacOS knowledge preferred.

- Hands-on experience with hardware troubleshooting.

- Basic understanding of networking concepts (TCP/IP, DNS, DHCP).

- Familiarity with Active Directory, Office 365 / Google Workspace.

- Experience with IT ticketing tools (Zoho Desk, Freshdesk, ServiceNow, etc.).

- Good communication and problem-solving skills.

- Ability to handle multiple tickets and prioritize tasks.

Qualification & Experience:

- Diploma / Bachelors degree in IT, Computer Science, or related field.

- 2–5 years of experience in desktop support or IT support roles.

- Experience supporting medium to large user bases is a plus.

Key KPIs:

- SLA adherence and ticket resolution time.

- End-user satisfaction score.

- System uptime and issue recurrence rate.

- Accuracy of IT asset records.

- Compliance with IT security standards.

📌 Desktop Support Engineer (Karnataka)
🏢 Oben Electric Vehicles
📍 Karnataka