Chennai · Mid Level
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We are seeking a skilled Remote Desktop Support Engineer to provide virtual deskside support to end users, ensuring seamless technical assistance without the need for physical, in-person visits. The ideal candidate will be responsible for troubleshooting hardware and software issues, managing device configurations, and supporting enterprise endpoint management tools across Windows and MAC OS environments. This role requires strong technical acumen, excellent communication skills, and the ability to resolve issues efficiently in a remote support capacity.
Key ResponsibilitiesProvide remote deskside support to end users for hardware, software, and connectivity issues, simulating in-person support through remote tools.Troubleshoot and resolve issues related to desktops, laptops, peripherals, and mobile devices.Manage and support Windows OS and MAC OS environments, including installations, upgrades, patching, and configuration.Administer and support endpoint management via Microsoft Intune, Azure, SCCM (System Center Configuration Manager), and Mobile Device Management (MDM) platforms.Deploy, configure, and manage software packages, OS images, and security updates through SCCM and Intune.Handle device enrollment, compliance policies, and conditional access configurations within Intune/Azure AD.Diagnose and resolve hardware failures, coordinating repairs or replacements as needed.Support mobile device management (MDM) for smartphones, tablets, and other enterprise mobile devices.Document incidents, resolutions, and knowledge base articles for recurring issues.Collaborate with cross-functional IT teams (network, security, infrastructure) to resolve complex issues.Ensure timely resolution of tickets in accordance with SLA commitments.Educate end users on best practices for device usage and security compliance.
Strong working knowledge of Windows OS (10/11) and MAC OS troubleshooting and administration.Hands-on experience with Microsoft Intune for device management and compliance.Proficiency in Azure/Azure AD for identity and access management related to endpoints.Experience with SCCM (Microsoft Endpoint Configuration Manager) for software deployment, patching, and OS imaging.Solid understanding of Mobile Device Management (MDM) tools and practices.Hardware troubleshooting skills (desktops, laptops, printers, peripherals).Familiarity with remote support tools (e.g., TeamViewer, Remote Desktop, or similar).Basic understanding of networking concepts (VPN, Wi-Fi, connectivity troubleshooting).Good ticketing system experience (ServiceNow, Jira, or similar ITSM tools).Strong communication and customer service skills for remote/virtual interactions.
Prior experience in a Deskside Support or Desktop Support role, preferably in a remote/virtual capacity.Relevant certifications preferred (e.g., Microsoft Certified: Modern Desktop Administrator Associate, CompTIA A+, ITIL Foundation).Ability to work independently and manage multiple priorities in a fast-paced environment.Availability to support shift-based schedules if required (depending on business needs/time zones).Strong problem-solving skills and attention to detail.Willingness to stay updated with emerging technologies in endpoint management and IT support.
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