Desktop Management - Infrastructure Services (IS)~IT IS_Service Desk

Remote Desktop Support Engineer We are seeking an experienced Remote Desktop Support Engineer with a minimum of 4 years of hands-on experience of providing end-user technical support. The ideal candidate will be responsible for troubleshooting and resolving end-user issues across enterprise applications, Windows environments, and mobile devices. The candidate should be technically strong, proactive, and possess excellent problem-solving skills. Key Responsibilities:

• Provide remote technical support to end users for enterprise applications and business-critical systems.
• Troubleshoot and resolve issues related to Windows OS (Windows 10/11), Microsoft Office, Outlook, Teams, Zoom and other enterprise tools.
• Support mobile devices (iOS/iPad) including configuration, email setup, application issues, and device troubleshooting.
• Diagnose and resolve hardware and software issues for laptops, desktops, and peripheral devices.
• Assist users with VPN connectivity, network access, printer issues, and remote access tools.
• Handle account-related issues and access-related requests.
• Document incidents, service requests, and resolutions in the ticketing system.
• Assign, prioritize, and manage tickets using ticketing tools such as Fresh Service.

Required Skills Qualifications:

• Minimum 4 years of experience in Desktop Support IT Helpdesk Remote Support role.
• Strong troubleshooting skills in Windows OS environments.
• Experience supporting enterprise applications (Microsoft 365 Outlook, Teams, Zoom, Box etc.).
• Knowledge of basic networking concepts.
• Hands-on experience using ticketing systems to log, assign, prioritize, and track incidents and service requests.
• Experience with remote support tools such as TeamViewer.
• Good understanding of mobile device support (iOS/iPad).
• Strong analytical and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to handle multiple tickets and prioritize effectively.

Preferred Skills:

• Experience with Microsoft 365 Apps such as Outlook and Teams.
• Knowledge of ITIL processes and ticketing tools (Fresh Service).
• Basic understanding of security best practices.

Key Competencies:

• Strong problem-solving ability
• Customer-focused approach
• Ability to work independently in a remote environment
• Good documentation skills
• Team collaboration and coordination skills

Essential Skills:

• This is night shift process.