Akash R B
IT Support Engineer
Bangalore
Summary
IT Support Engineer with 4+ years of experience providing L1 and L2 technical support in enterprise and banking environments. Strong expertise in desktop and laptop support, Windows OS administration, Active Directory, hardware troubleshooting, Office 365 support, and ITSM tools. Proven ability to resolve incidents within SLA, coordinate with vendors, and support end users efficiently. Seeking an IT Support / Desktop Support Engineer role to ensure smooth IT operations.
Overview
4
4
years of professional experience
Work History
IT Support Engineer
IDEMIA – Smart Chip Pvt Ltd
01.2023 - Current
- Provided L1/L2 technical support for desktops, laptops, printers, and enterprise applications
- Troubleshot Windows OS issues including performance slowness, BSOD, login failures, hardware, and software issues
- Installed, configured, reimaged systems (OSRI), performed desktop migrations, and new system setups
- Managed incidents, service requests, and change tickets using ITSM tools while ensuring SLA compliance
- Supported Active Directory operations including user creation, password resets, group policies, and access permissions
- Handled user onboarding and offboarding processes
- Troubleshot LAN, Wi-Fi, VPN, and general network connectivity issues
- Supported Microsoft 365 applications including Outlook, Teams, and OneDrive
- Coordinated with vendors/OEMs for hardware repairs, warranty claims, and replacements
- Maintained IT asset inventory, lifecycle tracking, and technical documentation
- Performed system patching, updates, and antivirus checks in line with security policies
- Provided remote and desk-side technical support
- Escalated complex issues to L3 teams with proper analysis and documentation
- Followed IT security, compliance, and organizational policies
- Created and maintained knowledge base articles for recurring technical issues
Desktop Support Engineer
WIPRO TECHNOLOGIES – Client: HDFC Bank
12.2021 - 12.2022
- Delivered L1 and L2 desktop support in a banking environment.
- Resolved hardware, software, OS, and application-related issues.
- Supported LAN connectivity, VPN access, and basic network troubleshooting.
- Assisted users with application usage and provided end-user training.
- Logged, tracked, and resolved incidents through ticketing tools and escalated when required.
- Prepared daily and weekly support reports for management.
Education
Bachelor of Engineering - Mechanical Engineering
Visvesvaraya Technological University
Belagavi01.2018
Pre-University Course - undefined
01.2014
SSLC - undefined
01.2012
Skills
Desktop & End-User Support: Desktop/Laptop troubleshooting, Windows 7/10/11, BIOS, peripherals, system rollouts
Server & User Administration: Windows Server 2012/2016/2019, Active Directory, GPO (basic), access management
Networking (Support Level): LAN/WAN, DNS, DHCP, IP issues, VPN troubleshooting
Security & Patch Management: Antivirus, BitLocker, OS patching & updates
Tools: ServiceNow, EasyVista, Remote Desktop, PuTTY, Asset Management
Strong experience in enterprise desktop environments
Excellent customer-facing and communication skills
Experience working in ITIL-based support processes
Exposure to Windows and basic Linux environments
Timeline
IT Support Engineer
IDEMIA – Smart Chip Pvt Ltd
01.2023 - Current
Desktop Support Engineer
WIPRO TECHNOLOGIES – Client: HDFC Bank
12.2021 - 12.2022
Pre-University Course - undefined
SSLC - undefined
Bachelor of Engineering - Mechanical Engineering
Visvesvaraya Technological University