Live opening · Posted 12 days ago
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Job Summary
The Remote Support Engineer is responsible for providing technical assistance and troubleshooting support to end users remotely for hardware, software, network, and application-related issues. The role ensures timely resolution of incidents and service requests while maintaining high customer satisfaction and adherence to SLA commitments.
Key Roles & Responsibilities
Provide remote technical support to users via phone, email, chat, and remote desktop tools.
Troubleshoot desktop, laptop, printer, VPN, network, and application-related issues.
Handle incidents and service requests through ticketing tools such as ServiceNow, Remedy, or Jira.
Perform software installation, configuration, and troubleshooting.
Support Microsoft Windows OS, Office 365, Outlook, Teams, and collaboration tools.
Manage user accounts, password resets, and access-related issues through Active Directory.
Coordinate with L2/L3 teams for issue escalation and resolution.
Ensure SLA adherence and proper ticket documentation.
Support antivirus, patch management, and endpoint security compliance.
Provide basic network troubleshooting including LAN/WAN, Wi-Fi, and VPN connectivity.
Maintain knowledge base articles and standard operating procedures.
Assist users during system upgrades, migrations, and onboarding activities.
Monitor recurring issues and suggest process improvements.
Technical Skills
Windows 10/11 support
Office 365 & Outlook troubleshooting
Active Directory & user administration
VPN & remote connectivity support
Remote tools: AnyDesk, TeamViewer, Bomgar, SCCM, Intune
Basic networking knowledge
ITSM/Ticketing tools knowledge
Soft Skills
Good communication and customer handling skills
Problem-solving and analytical abilities
Ability to work in rotational shifts
Team collaboration and coordination
Documentation and reporting skills
Preferred Qualifications
Bachelor’s degree in Computer Science, IT, or related field
1–4 years of experience in IT Service Desk / Remote Support
Certifications preferred:
ITIL Foundation
Microsoft Certifications
Work arrangement
No
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