Job Summary

The Remote Support Engineer is responsible for providing technical assistance and troubleshooting support to end users remotely for hardware, software, network, and application-related issues. The role ensures timely resolution of incidents and service requests while maintaining high customer satisfaction and adherence to SLA commitments.

Key Roles & Responsibilities

- Provide remote technical support to users via phone, email, chat, and remote desktop tools.
- Troubleshoot desktop, laptop, printer, VPN, network, and application-related issues.
- Handle incidents and service requests through ticketing tools such as ServiceNow, Remedy, or Jira.
- Perform software installation, configuration, and troubleshooting.
- Support Microsoft Windows OS, Office 365, Outlook, Teams, and collaboration tools.
- Manage user accounts, password resets, and access-related issues through Active Directory.
- Coordinate with L2/L3 teams for issue escalation and resolution.
- Ensure SLA adherence and proper ticket documentation.
- Support antivirus, patch management, and endpoint security compliance.
- Provide basic network troubleshooting including LAN/WAN, Wi-Fi, and VPN connectivity.




- Maintain knowledge base articles and standard operating procedures.
- Assist users during system upgrades, migrations, and onboarding activities.
- Monitor recurring issues and suggest process improvements.

Technical Skills

- Windows 10/11 support
- Office 365 & Outlook troubleshooting
- Active Directory & user administration
- VPN & remote connectivity support
- Remote tools: AnyDesk, TeamViewer, Bomgar, SCCM, Intune
- Basic networking knowledge
- ITSM/Ticketing tools knowledge

Soft Skills

- Good communication and customer handling skills
- Problem-solving and analytical abilities
- Ability to work in rotational shifts
- Team collaboration and coordination
- Documentation and reporting skills

Preferred Qualifications

- Bachelor’s degree in Computer Science, IT, or related field
- 1–4 years of experience in IT Service Desk / Remote Support
- Certifications preferred:
- ITIL Foundation
- Microsoft Certifications

Pay: ₹20,000.00 per month

Advantages:

- Provident Fund

Work Location: In person

📌 Service Desk Engineer (India)
🏢 Insiza Technologies
📍 India