End User Support Engineer

About Lauren Information Technologies

Founded in 1992, Lauren Information Technologies is a prominent provider of comprehensive IT solutions, with over 30 years of experience in the industry. Headquartered in Mumbai, the company has a workforce exceeding 500 professionals and operates in major Indian cities including Pune, Vadodara, Bengaluru, Hyderabad, Chennai, Kolkata, New Delhi, and Ahmedabad, as well as international locations such as Dubai and the United States. Lauren offers a wide array of services, including System Integration, Infrastructure Implementation, Software Licensing, and Software Development. A leading IBM Global Services partner for hardware and software, Lauren also collaborates closely with global technology giants such as HP, Microsoft, Oracle, Veritas, Citrix, Cisco, and 3Com. Their clientele includes prestigious organizations like Colgate-Palmolive, Pfizer, DHL, JP Morgan Chase, and HDFC Chubb. Recognized for pioneering mobility solutions and handheld device applications on platforms like Palm OS and Pocket PC, the company also invests in innovation through dedicated research in emerging technologies.

Role Summary

The Desktop Support Engineer role requires a hands-on professional fluent in Kannada and Hindi to provide both onsite and remote IT assistance to end users. Located at the Yelahanka, Karnataka office, this full-time position operates Monday through Saturday from 9:30 AM to 6:30 PM, with work carried out exclusively at the office. The role involves managing user lifecycle activities such as onboarding and offboarding, asset and inventory tracking, ticketing, endpoint device support, and ensuring compliance with internal IT policies.

Key Responsibilities

• Deliver Level 1 and Level 2 support for hardware, software, and network issues on desktops, laptops, printers, mobile devices, and peripherals.
• Troubleshoot and resolve issues both remotely and onsite promptly to maintain high end-user satisfaction.
• Manage onboarding tasks including provisioning laptops/desktops, creating user accounts, setting up email and applications, and allocating assets with proper documentation.
• Handle employee offboarding processes such as revoking access, recovering assets, deactivating accounts, and updating records.
• Efficiently log, monitor, update, and close tickets using ITSM tools while ensuring adherence to SLAs and escalating unresolved problems when necessary.
• Maintain accurate inventory records, monitor asset movements and lifecycle, perform periodic verifications, and coordinate procurement and replacement of equipment.
• Ensure compliance with IT policies, uphold security standards, manage endpoint security including patch management, maintain comprehensive IT documentation, and support audit requirements.
• Install, configure, and upgrade operating systems and applications; conduct routine system health checks and coordinate with infrastructure and security teams for issue resolution.

Required Qualifications and Skills

• Bachelor’s degree or Diploma in Computer Science, Information Technology, or a related discipline.
• Approximately 2-5 years of experience in Desktop Support or Helpdesk roles.
• Proficient knowledge of Windows 11 administration, Zoho platform, Mobile Device Management (MDM), and hardware/software troubleshooting.
• Basic understanding of networking principles including LAN, WAN, and Wi-Fi.
• Experience with IT asset management processes and ITSM/ticketing systems such as ServiceNow, Freshservice, or Jira.
• Strong communication skills and a customer-centric approach.
• Capable of multitasking and working independently.

Work Conditions

The position requires working from the office located in Yelahanka, Karnataka. The standard working hours are Monday to Saturday, 9:30 AM to 6:30 PM.