Remote Desktop Support

Job Title:

Experience Required:

Location:

Work Mode:

Shift:

Interview Mode:

Job Summary:

Remote Desktop Support Specialists

Key Responsibilities:

• Provide

  L1 Technical Support

  for global users over phone, chat, and email.
• Troubleshoot issues related to hardware, software, remote access, network connectivity, and system configuration.
• Respond to client inquiries and guide users through installation, setup, and usage of IT tools.
• Diagnose and resolve issues with desktops, laptops, VPN, printers, email (Outlook), and basic applications.
• Escalate unresolved or high-impact issues to higher support levels or specialized teams.
• Log all support interactions in ticketing tools like

  JIRA

  or other ITSM systems.
• Follow

  ITIL-aligned

  processes for incident, problem, and change management.
• Maintain documentation and create knowledge articles for common issues.

Mandatory Requirements:

• Excellent English communication skills (verbal and written).
• Experience handling

  international customer calls

  and remote troubleshooting.
• Strong understanding of

  ITIL Processes

  .
• Prior experience in

  MNC environment

  on

  permanent payroll

  .
• Willingness to work in

  24/7 rotational shifts

  , including night shifts.
• Ability to work full-time from office (no remote option).

Technical Skills Required:

• Remote Desktop Support

  tools and troubleshooting.
• Knowledge of

  OS (Windows)

  ,

  MS Office

  , antivirus clients, and common enterprise software.
• Basic knowledge of

  Active Directory

  , user account management, and system access control.
• Familiarity with

  VPN

  ,

  network configuration

  , and connectivity troubleshooting.
• Printer and peripheral device setup and support.
• Exposure to

  JIRA

  or similar incident management tools.

Preferred Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Certifications such as

  ITIL Foundation

  ,

  CompTIA A+

  , or

  Microsoft certifications

  will be a plus.
• Experience supporting users in the

  US/Canada time zones

  .