Team Leader - Desktop Support

Key Responsibilities :-

• Handling team of Remote technical support engineers, you will manage the day-to-day planning and operations of your team. This includes making sure that each of your Teammates delivers on their Service Level
  

• As Team Leader, you are in charge of managing the team and making sure everyone adheres to their schedules. You must be organized and be able to handle responsibility.
• To be able to train and help in the development of your team, by conducting team huddles, coaching sessions, and recognizing weaknesses - so you can offer solutions to help them improve and
  

• Provide remote technical support to international clients via phone, email, chat, and remote
  

• Troubleshoot and resolve hardware and software issues related to desktops, laptops, printers,
  

• Install, configure, and maintain operating systems, software applications, and security patches.
• Set up and configure VPN connections for secure remote access.
• Implement and support multi-factor authentication (MFA) solutions, including Yubikey.
• Collaborate effectively with cross-functional teams across different time zones to escalate and
  

• Document support tickets, solutions, and troubleshooting procedures in Jira or similar ticketing
  

• Provide training and guidance to international end-users on IT best practices and procedures.
• Stay updated on emerging technologies and industry trends to continuously improve service
  

• Minimum of 2 years of experience as a team leader in remote desktop support, preferably with international clients .
• Proficiency in using remote support tools and technologies.
• Strong troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.
• Experience with MFA solutions, such as Yubikey, and VPN technologies.
• Excellent communication skills and cultural sensitivity to effectively interact with clients from
  

• Ability to work independently and collaborate effectively in a remote team environment.
• Experience using collaboration tools like Slack for communication and Jira for ticket
  

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Certifications in relevant technologies (e.g., CompTIA A+, Network+, Security+).
• Experience supporting a diverse range of operating systems, including Windows, macOS, and