Remote Desktop Support

Job Description

Key Responsibilities: Technical Support (L2): o Provide second (L2) level support to end-users, resolving IT issues promptly. o Respond to and manage help desk tickets; calls; and emails. O Troubleshoot and resolve hardware; software; and network issues. o Escalate complex issues to higher-level support or specialized teams, as necessary. IT Troubleshooting: o Diagnose and troubleshoot technical problems related to computer systems; networks; and software applications. o Use diagnostic tools and techniques to identify and resolve issues efficiently. o Collaborate with other IT team members to solve complex technical problems. Customer Service: o Deliver exceptional customer service, ensuring high levels of client satisfaction. o Communicate effectively with end-users to understand their technical needs and concerns. o Provide guidance and support to users on the proper use of IT systems and applications. Documentation: o Maintain detailed records of support requests; incidents; and resolutions in the helpdesk system. o Document troubleshooting steps and solutions for future reference. o Update and maintain IT support manuals and knowledge base articles. System Maintenance: o Perform routine maintenance on IT systems and equipment. o Assist in the deployment of new hardware; software; and system upgrades. o Ensure that all IT assets are properly inventoried and tracked. Training and Development: o Participate in training sessions to stay updated on new technologies and support best practices. o Share knowledge and expertise with other team members to foster a collaborative environment Primary Skill M365 - Second Level Support (L1.5) Nexthink Secondary Skill -"Strong diagnostic and troubleshooting skills for hardware; software; and network issues. Proficiency in using help desk ticketing systems and remote support tools. Excellent knowledge of computer systems; networks; and common software applications. Strong communication and interpersonal skills. Ability to manage multiple tasks and prioritize effectively. Strong attention to detail and organizational skills. Ability to work independently and as part of a team.