Team Leader - Remote Desktop Support

Key Responsibilities :-

• • Handling team of Remote technical support engineers, you will manage the day-to-day planning and operations of your team. This includes making sure that each of your Teammates delivers on their Service Level Agreement (SLA) and achieve their Key Performance Indicators (KPIs).
• -As Team Leader, you are in charge of managing the team and making sure everyone adheres to their schedules. You must be organized and be able to handle responsibility.
• • To be able to train and help in the development of your team, by conducting team huddles, coaching sessions, and recognizing weaknesses - so you can offer solutions to help them improve and
    grow. Through that, your team will be able to deliver a superior customer experience - which is the main thrust of your department.
• • Provide remote technical support to international clients via phone, email, chat, and remote
• desktop tools.
• • Troubleshoot and resolve hardware and software issues related to desktops, laptops, printers,
• and peripherals.
• • Install, configure, and maintain operating systems, software applications, and security patches.
• • Set up and configure VPN connections for secure remote access.
• • Implement and support multi-factor authentication (MFA) solutions, including Yubikey.
• • Collaborate effectively with cross-functional teams across different time zones to escalate and
• resolve complex technical issues.
• • Document support tickets, solutions, and troubleshooting procedures in Jira or similar ticketing
• systems.
• • Provide training and guidance to international end-users on IT best practices and procedures.
• • Stay updated on emerging technologies and industry trends to continuously improve service
• delivery and enhance client satisfaction

Requirements:-

• • Minimum of 2 years of experience as a team leader in remote desktop support, preferably with international clients .
• • Proficiency in using remote support tools and technologies.
• • Strong troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.
• • Experience with MFA solutions, such as Yubikey, and VPN technologies.
• • Excellent communication skills and cultural sensitivity to effectively interact with clients from diverse backgrounds.
• • Ability to work independently and collaborate effectively in a remote team environment.
• • Experience using collaboration tools like Slack for communication and Jira for ticket management

Preferred Qualifications:-

• • Bachelor's degree in Computer Science, Information Technology, or related field.
• • Certifications in relevant technologies (e.g., CompTIA A+, Network+, Security+).
• • Experience supporting a diverse range of operating systems, including Windows, macOS, and Linux.