Senior IT Support Specialist

7-Eleven Global Solution Center – India; Bengaluru; On-site; INR 350,000 - 600,000; Full time

Job summary

7-Eleven Global Solution Center – India is looking for a Deskside Support Technician to provide advanced technical support for Windows and Macintosh desktops and laptops. Responsibilities include troubleshooting hardware, software, and connectivity issues, delivering in-person support, and maintaining accurate incident documentation. The ideal candidate will possess strong technical skills, experience in customer service, and a good understanding of network connectivity. This role supports internal users and requires effective communication and problem-solving abilities.

Qualifications

• Experience providing technical support for Windows and macOS systems.
• Ability to troubleshoot network and connectivity issues.
• Strong customer service skills and clear communication.

Responsibilities

• Provide front-line technical support for desktops and laptops.
• Deliver mobile device support including setup and troubleshooting.
• Maintain accurate incident documentation in the IT Service Management system.

Skills

Technical support for Windows and macOS

Hardware troubleshooting

Software troubleshooting

VPN connectivity support

Excellent customer service

Mobile device support (iOS and Android)

Job description

Overview

Role Description The Deskside Support Technician provides 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, clear 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.