Job Summary

This role is responsible for delivering foundational remote desktop support for Microsoft Windows environments by diagnosing and resolving basic hardware, software, and network issues for end users. The individual ensures adherence to standard operating procedures, maintains high service availability, and contributes to customer satisfaction through accurate and timely ticket resolution.

Key Responsibilities

1. Troubleshoot and resolve basic user issues using Microsoft Windows tools and remote desktop protocols, providing L1 support via telephone, email, or chat within agreed SLAs.
2. Perform initial diagnostics on hardware and software incidents in Windows environments, documenting actions in the ticketing system.
3. Escalate unresolved or complex technical problems to higher-level support following established escalation procedures.
4. Update and maintain worklogs and support documentation in line with company policies and quality standards.
5. Ensure compliance with quality monitoring requirements, including voice and accent standards and technical accuracy.
6. Participate in knowledge base updates by documenting common Windows troubleshooting steps and solutions.
7. Maintain high availability during shifts to support end-user requests and minimize downtime.

Skill Requirements

1. Basic understanding of Microsoft Windows operating systems and common troubleshooting tools.
2. Familiarity with remote desktop protocols and ticketing systems.
3. Basic knowledge of hardware, software, and network issue identification and resolution within Windows environments.
4. Good communication skills for interacting with users and team members.
5. Fundamental knowledge of IT support processes, including ticket management and escalation procedures.

Other Requirements

1. Microsoft Certified: Modern Desktop Administrator Associate certification is optional but valuable for this position.