Role title

it REMOTE DESKTOP SUPPORT

Job Purpose

 Provide professional assistance to internal and external customers having hardware- and software-related incidents with their supported desktop, laptop or peripherals. Support is provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfactions. Lead remote services team focusing on improved performance and customer service.

Key Accountabilities

Provide Level-2 and Level-3 technical support for supported desktops, laptops, and peripherals. This includes the following activities:

• Installing, supporting, and troubleshooting approved computing software
• Provide troubleshooting for supported hardware and escalate when local support is required
• Demonstrated knowledge in tools like MS Teams, Sharepoint, Zoom, Forms, Planner, MS Office Suite, OneDrive, OneNote
• Correctly route incidents and requests in a timely manner to proper support tiers
• Provide support services to employees with technical problems and information technology issues involving desktop, laptops, network services from local personnel or from employees using network remote access (VPN)
• Ensure team’s performance in timely resolution of problems or escalation on behalf of the customers to appropriate technical personnel
• Provide higher level technical support serving as an experienced service engineer who can guide team members with incident resolution and customer escalations
• Utilizes good judgment when implementing methods, procedures, and techniques for obtaining solutions while providing guidance to other personnel 
• Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
• May own the development of information technology projects
• Recommend hardware and software solutions when applicable
• Manage personal work load with little day-to-day supervision
• Work within team to assist coworkers in discussions regarding client support
• Ability to work on call after hours as required

Education

• Bachelor’s degree Computer Science or years of experience related.

Training

• English Proficiency (oral and written skills, CEFR B2 above).

Experience

• Consulting with the multiple tiers of support including, but not limited to, Service Desktop and Desktop Teams
• Able to communicate highly technical information to both technical and non-technical personnel
• Provide Case status updates to management and end-users
• Provide phone support and diagnostics to remote customers
• Participate in training programs designed to educate customers about basic and specialized applications
• Develop, document, and implement standard operating procedures and customer service guidelines relating to Remote Desktop Services support
• Asses day-to-day activities to minimize customer down-time ensuring customer satisfaction and productivity 
• Analyze trends and develop incident resolution plans
• Mentor Remote Service Engineers to reach departmental and individual goals and objectives.
• Act as team escalation point for service failures
• Knowledge and understanding of the IMS.