Remote Support Engineer

Greetings,
Hope you are doing well.

This is Kajul Varshney from Progressive Tech Serve Pvt Ltd & we are currently hiring for a Senior Global Service Desk at Noida_Assotech. Your profile seems to be a good fit for this profile. Kindly go through the below mentioned JD & confirm your interest by replying to this email along with your updated resume.

Position: Sr . Global Service Desk – Technical Support

Client – Genpact Shift Timings- Rotational (24x7)

Working Days - 5 Days

Perks- Cab facility ( If the shift starts or ends in odd hours)Mode- WFOJob SummaryWe are looking for a skilled and customer-focused Global Service Desk/ Technical Support Engineer to provide first-level technical support to users across global locations. The role involves troubleshooting hardware, software, operating system, network, and application-related issues while ensuring timely resolution and adherence to defined SLAs.Key Responsibilities

• Provide L2 technical support to global users through phone, email, chat, and ticketing tools.
• Diagnose and resolve issues related to Windows OS, laptops/desktops, printers, peripherals, applications, and basic networking.
• Troubleshoot Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and Office applications.
• Handle user account, password, access, and authentication-related issues in coordination with relevant teams.
• Perform troubleshooting of VPN, Wi-Fi, LAN, DNS, DHCP, and connectivity-related issues.
• Log, categorize, prioritize, update, and close incidents/service requests in the ITSM tool.
• Follow defined Incident, Request, Problem, and Change Management processes.
• Monitor tickets and ensure resolution within agreed SLA and response/resolution timelines.
• Perform remote troubleshooting using approved remote support tools.
• Escalate unresolved or complex issues to seniors with appropriate troubleshooting details.
• Maintain accurate documentation of troubleshooting steps, resolutions, and knowledge articles.
• Identify recurring issues and contribute to Problem Management and Root Cause Analysis.
• Provide excellent customer service and maintain professional communication with users across different geographies and time zones.
• Participate in rotational 24x7 shifts, weekends, and holidays, as required by business operations.

Technical Skills

• Strong knowledge of Windows 10/11 and desktop/laptop troubleshooting.
• Good understanding of Microsoft 365 / Office 365.
• Knowledge of Active Directory – password reset, account unlock, basic user/group administration.
• Basic knowledge of Azure AD / Entra ID is preferred.
• Troubleshooting knowledge of VPN, LAN, Wi-Fi, TCP/IP, DNS, and DHCP.
• Experience with ITSM/ticketing tools such as ServiceNow, BMC Remedy, HROne, Symphony Summit, or similar platforms.
• Knowledge of remote support tools and endpoint management solutions.
• Basic understanding of ITIL processes and Service Desk operations.
• Good troubleshooting, analytical, and problem-solving skills.

Behavioral Skills

• Strong verbal and written communication skills.
• Customer-focused approach with good interpersonal skills.
• Ability to work effectively with users from different countries and cultures.
• Ability to manage multiple incidents and priorities simultaneously.
• Strong ownership and follow-through until issue resolution.
• Good documentation and attention to detail.
• Ability to work effectively in a high-volume, SLA-driven environment.

Qualification & Experience

• Graduate/Diploma in IT, Computer Science, Engineering, or a related discipline.
• 3+ years of experience in IT Service Desk, Technical Support, Desktop Support, or Helpdesk operations.

Pay: ₹0.10 - ₹4,000,000.00 per year

Work Location: In person