Remote Desktop Support Engineer

Role & responsibilities

Shift : 24/7 Rotational Shift (All 5 days work from office)

Mode : CWR Hire

Open position : 30

Provides advanced technical support for desktops, laptops, and other IT peripherals, troubleshooting hardware, software, and network issues, and ensuring compliance with company policies and procedures.

Diagnose and resolve complex hardware, software, and network issues remotely.

Investigate and resolve incidents and service requests.

Escalate unresolved issues to appropriate levels

Install, configure, and maintain desktop operating systems and applications.

Provide support for printers, scanners, and other peripherals.

Ensure desktop hardware and software are up-to-date and secure

Utilize remote access software to access and control user computers.

Communicate with users via phone, email, and chat to provide remote support.

Monitor service delivery against service level agreements (SLAs).

Identify and implement process improvements to enhance service quality.

Provide excellent customer service to end-users.

Communicate technical information clearly and concisely.

Strong understanding of Windows and macOS operating systems.

Experience with hardware troubleshooting and repair.

Knowledge of networking concepts and technologies.

Familiarity with remote access software and tools