Xiaomi India
Website:
mi.com
Job details:
Role Overview
A Desktop Support Technician is responsible for providing first-level technical support to end users, ensuring timely resolution of hardware, software, network, and workplace technology issues. This includes support for IT systems, AV equipment, and security infrastructure.
The technician acts as the first point of contact for IT support and works closely with system administrators and other IT teams to maintain high service standards.
Key Responsibilities
- Provide first-level support by handling user tickets and service requests within defined SLAs
- Diagnose and resolve hardware, software, and network issues (LAN, WAN, Wi-Fi, VPN)
- Install, configure, and maintain operating systems (Windows, Linux, macOS) and applications
- Set up and support desktops, laptops, printers, scanners, and other peripherals
- Perform remote troubleshooting and provide step-by-step guidance to users
- Support and troubleshoot Audio-Visual (AV) systems such as meeting room setups, projectors, TVs, conferencing systems
- Monitor and provide basic support for security surveillance systems (CCTV)
- Assist in managing and troubleshooting access control systems (biometric, RFID, door access)
- Maintain and update records in the ticketing system
- Track IT assets, including devices, peripherals, software licenses, and AV/security equipment
- Escalate complex issues to appropriate teams/vendors when required
- Ensure endpoint security by supporting antivirus, patches, and security tools
- Document solutions, create user guides, and contribute to knowledge base
- Collect user feedback and suggest improvements to IT services
Required Skills & Experience
- Proven experience in desktop / IT support roles
- Strong knowledge of Windows, Linux, and macOS environments
- Familiarity with office tools and peripherals (printers, scanners, etc.)
- Basic understanding of networking concepts (LAN, WAN, VPN, Wi-Fi)
- Hands-on experience or exposure to AV systems, CCTV, and access control solutions
- Experience with remote troubleshooting tools
- Knowledge of endpoint security and antivirus solutions
- Ability to analyze logs and diagnose system issues
- Strong problem-solving and multitasking skills
- Excellent communication and customer service skills
Experience Level
- L1: 2–3 years of experience (advanced troubleshooting, ticket handling, escalation handling & coordination with vendors)
Preferred Skills
- Exposure to ITIL processes
- Experience with ticketing tools
- Basic knowledge of Active Directory and user management
- Experience working with vendors for AV and security systems
Education
- Diploma / Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
Click on Apply to know more.