Noida · Mid Level
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We are seeking a skilled Remote Desktop Support Engineer to provide end-user support across global locations on the Windows platform. The role involves troubleshooting, incident resolution, and ensuring a seamless user experience through remote support tools while adhering to defined SLAs.
Provide remote L1/L2 technical support for end-user computing (EUC) issues across global regions • Troubleshoot Windows OS (Windows 10/11) related issues including performance, login, and system errors • Handle incident, service requests, and problem tickets through ITSM tools (e.g., ServiceNow) • Troubleshooting HW issues (No Boot, No Post, No Video, BSOD) Identify points of failures on desktops and Laptops. • Support hardware and software issues (desktops, laptops, peripherals) via remote tools. • Provide support for enterprise applications (O365, Teams, Outlook, OneDrive) • Perform remote device configuration, patching, and software installations using tools like Intune/SCCM • Coordinate with L2/L3 teams and third-party vendors for escalations • Ensure adherence to SLAs, KPIs, and customer satisfaction metrics • Maintain proper documentation, knowledge articles, and ticket updates • Troubleshooting browser issues, VPN clients, Internet issues (Wired & Wireless), Outlook issues, other OS related troubleshooting • Printer, shared drive mapping. • Proficiency in Windows Operating Systems • VPN Connectivity and TCP/IP LAN networks • Demonstrated knowledge and ability to remotely manage client systems
Strong knowledge of Windows 10/11 OS troubleshooting • Experience with Microsoft Office 365 suite (Outlook, Teams, SharePoint, OneDrive) • Microsoft Intune / Endpoint Manager • Understanding of: o TCP/IP, DNS, DHCP o VPN troubleshooting o Basic network diagnostics tools • Experience with ServiceNow or equivalent ITSM tool • Remote support tools (RDP, Quick Assist, AnyDesk, etc.)
Knowledge of device compliance and security policies • Familiarity with Zscaler / VPN clients / Zero Trust models • Strong communication skills (English mandatory) • Ability to support global customers across time zones (24x7 shift readiness if required) • Customer-focused mindset with strong problem-solving skills • Ability to handle high-volume ticket environments • Good documentation and reporting discipline
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