Desktop Support Engineer

Location:

Communication:

Role Overview:

Seeking a skilled and customer-focused Remote Desktop Support Engineer to join our team. The ideal candidate will provide technical assistance to users, troubleshoot issues, and ensure smooth IT operations with high levels of service quality.

Key Responsibilities:

• Technical Support: Assist end-users with technical issues via phone, email, chat, or in-person.
• Troubleshooting & Diagnostics: Identify and resolve hardware, software, and network-related issues.
• O365 Support: Handle issues related to Outlook, Teams, and other Microsoft Office 365 tools.
• System Errors: Diagnose and troubleshoot BSOD (Blue Screen of Death) errors.
• Security Tools: Support disk encryption tools like BitLocker.
• Configuration: Set up and configure Outlook, printers (various types), and end-user systems.
• Ticketing: Utilize ticketing tools effectively for issue tracking and escalation.
• User Communication: Provide clear instructions and timely updates to users.
• Documentation: Record issues, resolutions, and contribute to internal knowledge bases.
• Follow-up: Ensure resolution confirmation and satisfaction with end users.

Required Skills & Qualifications:

• Strong technical knowledge of Windows OS, hardware, and common office applications
• Experience in remote desktop tools and end-user system support
• Familiarity with Office 365 and encryption technologies
• Proficient in diagnosing system, application, and network problems
• Good communication and interpersonal skills
• Experience with IT ticketing systems
• Customer-centric attitude with a focus on user satisfaction
• Ability to adapt to evolving technologies and procedures