Job Summary
The Remote Desktop Support Engineer is responsible for providing remote technical support to end users across multiple operating entities and geographies. The role focuses on resolving end user computing issues through remote tools while ensuring adherence to SLAs, KPIs, and ITIL best practices. This role supports shift left initiatives by resolving issues at the earliest possible level
Key Responsibilities
Operational Support • Provide remote desktop support for Windows/macOS endpoints using approved remote tools. • Troubleshoot and resolve end user issues related to: o OS (Windows 10/11, macOS) o MS Office / O365 applications o Outlook, Teams, OneDrive, SharePoint o Printers, scanners, peripherals o Network connectivity (LAN/Wi Fi/VPN) • Perform user account support: o Password reset, account unlock o IAM-related basic requests (as per SOP) • Support device onboarding/offboarding, including system checks and access validation. ________________________________________ Ticket Management • Work on incidents and service requests raised via ITSM tools (e.g., ServiceNow, Remedy). • Ensure tickets are: o Properly analyzed, categorized, and documented o Updated with accurate troubleshooting steps and resolution notes • Meet defined SLA, FCR, FLR, MTTR, and AHT targets. • Identify trends for recurring issues and escalate proactively. ________________________________________ Collaboration & Escalation • Collaborate with Service Desk, OSS, AVC/AVCC, Collaboration, IAM, and L3 teams for issue resolution. • Escalate complex issues with complete diagnostics and evidence. • Participate in shift left activities, shadowing, KT sessions, and process transitions. ________________________________________ Compliance & Governance • Adhere to ITIL processes, security policies, and customer guidelines. • Ensure data privacy and access compliance during remote sessions. • Follow standard SOPs and change control procedures.
Skill Requirements
Technical Skills • ________________________________________ Soft Skills • Clear verbal and written communication (English mandatory; regional languages a plus). • Strong customer focus and problem-solving attitude. • Ability to work independently in shifts. • Willingness to learn new technologies and processes
Other Requirements
KPIs / Performance Measures • First Contact Resolution (FCR) • First Level Resolution (FLR) • SLA compliance • AHT and MTTR • Quality audit scores • Customer satisfaction (CSAT) ________________________________________ Preferred / Good to Have • Exposure to AVC/AVCC/AMC or collaboration technologies • Experience in global support environments • ITIL Foundation certification (optional but preferred)