Job Summary

The Deskside Support Technician is responsible for providing advanced technical support for Windows and Macintosh desktops and laptops, ensuring reliable endpoint computing services for internal users. This role troubleshoots and resolves hardware, software, and connectivity issues from the network drop to the end-user device, excluding security patching and update management.

Responsibilities

- Provide front-line and Tier 2 technical support for Windows and macOS desktops and laptops, resolving hardware, software, and connectivity issues.

- Deliver in-person deskside support to internal users, diagnosing and resolving technical problems quickly to minimize downtime.

- Provide mobile device support for smartphones and tablets (iOS and Android), including setup, configuration, troubleshooting, and connectivity issues.

- Deliver White Glove support for senior leaders and executives, ensuring priority response, proactive assistance, and a high-touch support experience.

- Troubleshoot and support VPN connectivity, remote access issues, and secure access to corporate resources.

- Support Microsoft 365 (O365) applications including Outlook, Teams, OneDrive, SharePoint, and related collaboration tools.

- Perform network troubleshooting from the network drop to the endpoint device, including LAN connectivity, Wi-Fi issues, and basic network diagnostics.

- Install, configure, and maintain desktops, laptops, peripherals, and endpoint devices, including monitors, docking stations, printers, and accessories.

- Assist with new hire onboarding and equipment provisioning, including device setup, account configuration, and workspace readiness.

- Maintain accurate incident documentation and ticket updates within the IT Service Management system while following SLA targets.

- Escalate complex issues to engineering or specialized IT teams when required, ensuring proper handoff and follow-up.

- Provide excellent customer service, transparent communication, and technical guidance to end users.

- Support software installation, configuration,



and troubleshooting for approved enterprise applications.

- Participate in device lifecycle activities including imaging, refresh programs, hardware replacement, and asset tracking.

- Contribute to knowledge base documentation and process improvements to enhance support efficiency.

Skills

- Operating Systems Support: Advanced troubleshooting for Windows and macOS

- Hardware Support: Installation, configuration, and repair of desktops, laptops, and peripherals (monitors, printers, docking stations)

- Mobile Device Management: iOS and Android setup, configuration, and troubleshooting

- Networking Fundamentals: LAN/Wi-Fi troubleshooting, IP connectivity, network drop-to-device diagnostics

- VPN & Remote Access: Troubleshooting secure remote connectivity issues

- Microsoft 365 (O365): Outlook, Teams, OneDrive, SharePoint support

- Software Support: Installation, configuration, and troubleshooting of enterprise applications

- Imaging & Device Lifecycle: OS imaging, device provisioning, refresh cycles, asset tracking

- Incident & Ticket Management: Using ITSM tools, maintaining documentation, meeting SLA targets

Qualifications

- Bachelor's degree in computer science, Information Technology, or related field, or equivalent work experience.

- Proven 4 to 7 years of experience as a Desktop Support Engineer, Technical Support Engineer, or similar role.

- In-depth knowledge of Windows and Mac operating systems, office productivity software, and enterprise applications.

- Familiarity with network and system administration, including TCP/IP, DNS, DHCP, and VPN.

- Strong troubleshooting and problem-solving skills.

- Excellent communication and interpersonal skills.

- Ability to work independently and as part of a team.

- Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar are a plus.

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.

📌 Senior IT Support Specialist (Bengaluru)
🏢 7-Eleven
📍 Bengaluru