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Remote Desktop Support
4 weeks ago
Experience Required: 4+ Years
Location: Pune (Hinjewadi) / Mumbai (Juinagar, Navi Mumbai)
Work Mode: 5 Days Work from Office
Shift: 24/7 Rotational Shift (including Night Shifts)
Interview Mode: Face-to-Face (F2F) – Weekday Drive on 6th & 7th August (Wednesday & Thursday)
Job Summary:
We are hiring experienced Remote Desktop Support Specialists with a strong background in international calling, ITIL process knowledge, and remote troubleshooting. The candidate must have excellent communication skills and prior experience working in an MNC environment on permanent payroll.
Key Responsibilities:
- Provide L1 Technical Support for global users over phone, chat, and email.
- Troubleshoot issues related to hardware, software, remote access, network connectivity, and system configuration.
- Respond to client inquiries and guide users through installation, setup, and usage of IT tools.
- Diagnose and resolve issues with desktops, laptops, VPN, printers, email (Outlook), and basic applications.
- Escalate unresolved or high-impact issues to higher support levels or specialized teams.
- Log all support interactions in ticketing tools like JIRA or other ITSM systems.
- Follow ITIL-aligned processes for incident, problem, and change management.
- Maintain documentation and create knowledge articles for common issues.
Mandatory Requirements:
- Excellent English communication skills (verbal and written).
- Experience handling international customer calls and remote troubleshooting.
- Strong understanding of ITIL Processes.
- Prior experience in MNC environment on permanent payroll.
- Willingness to work in 24/7 rotational shifts, including night shifts.
- Ability to work full-time from office (no remote option).
Technical Skills Required:
- Remote Desktop Support tools and troubleshooting.
- Knowledge of OS (Windows), MS Office, antivirus clients, and common enterprise software.
- Basic knowledge of Active Directory, user account management, and system access control.
- Familiarity with VPN, network configuration, and connectivity troubleshooting.
- Printer and peripheral device setup and support.
- Exposure to JIRA or similar incident management tools.
Preferred Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or related field.
- Certifications such as ITIL Foundation, CompTIA A+, or Microsoft certifications will be a plus.
- Experience supporting users in the US/Canada time zones.
