Minimum Experience: 1-3 Years of Service Desk / Remote Desktop Support
As a member of the Remote Desktop Support team, the candidate will provide high-quality support with very good customer service, technical expertise, and timeliness. This position has frequent contact with end users and peers. The candidate will support the end user remotely.
Key Responsibilities The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the team. The candidate will also provide dispatch support to onsite technicians.
- As a Remote Desktop Support Technician with a minimum of one to three years of technical experience in providing quality services to the end users, which includes the following key roles and responsibilities:
Skill Requirements Provide remote support over the phone or chat to customers that includes:
- Install and configure desktops, laptops, mobile devices, and associated peripherals and related software.
- Perform software updates, configuration changes, or software installations.
- Identify potential issues that could adversely impact end user experience and follow through on action steps to prevent.
- Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.
Other Requirements
- Respond to end-user requests for updates on ticket status and promptly follow up as needed.
- Coordinate with vendors for the provision of end-user support (e.g., hardware vendor technicians for warranty repair/replacement).
- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
- Hands-on experience with Windows/MS Office troubleshooting.
- Supporting Windows Operating Systems, MS Office, VPN, local and network printing, notebooks, and mobile devices.
- Install software for and troubleshoot a wide range of applications.
- Conduct remote troubleshooting and guide users with easy, step-by-step instructions.
- Excellent customer service orientation and verbal communication skills.
- Should be comfortable with night shifts.
- Good experience in Incident Management/ITIL Process.