Administrator (Support & Operations)

Job Summary

We are looking for a Remote Desktop Support Engineer to provide timely and effective remote technical assistance to end users. The role involves diagnosing, troubleshooting, and resolving hardware, software, and network-related issues using remote support tools while ensuring high levels of customer satisfaction and adherence to ITIL processes.

Key Responsibilities

Provide remote technical support to end-user desktops, laptops, and peripherals using approved remote access tools (RDP, BeyondTrust/Bomgar, VDI, etc.). • Diagnose and resolve Windows/macOS, application, OS, and hardware-related issues (PC break/fix, performance, boot issues). • Troubleshoot Remote Desktop Services (RDS), VPN connectivity, application access, and network-related problems. • Perform user onboarding/offboarding, account setup, password resets, and access-related requests. • Support system re-imaging, BIOS-level troubleshooting, IMAC tasks (Install, Move, Add, Change) • Follow ITIL processes for Incident, Problem, and Request Management while meeting defined SLAs. • Document incidents, root causes, and resolutions; update knowledge base (KB) articles regularly. • Escalate unresolved or complex issues to the appropriate L2/L3 teams with proper documentation. • Maintain a high standard of customer service, ownership, and communication throughout issue resolution. • Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps

Skill Requirements

Strong knowledge of desktop technologies and protocols (RDP, VDI). • Hands-on experience with Windows OS, macOS, and Microsoft Office. • Working knowledge of Active Directory (user accounts, groups, password resets). • Experience with endpoint management tools such as Intune, SCCM, JAMF, or other MDM solutions. • Basic to intermediate network troubleshooting skills (VPNs, DNS, firewalls, bandwidth issues). • Excellent verbal and written communication skills. • Strong analytical, troubleshooting, and problem-solving abilities. • Willingness to work in rotational shifts and a fast-paced support environment. • Willingness to take inbound calls

Other Requirements

• Experience with endpoint management tools such as Intune, SCCM, JAMF, or other MDM solutions. • Basic to intermediate network troubleshooting skills (VPNs, DNS, firewalls, bandwidth issues).