Team Leader

1 week ago

Hyderabad Mumbai, India Taskus Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Taskus is seeking a highly skilled Team leader Remote Desktop Support Technician with a minimum of 3years of relevant experience supporting international clients. As a Team Leader Remote Desktop Support Technician, you will play a vital role in ensuring the seamless operation of our clients' IT systems

by handling team, resolving technical issues and delivering exceptional customer service to a global user base.

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

    Agreement (SLA) and achieve their Key Performance Indicators (KPIs).

-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

    grow. Through that, your team will be able to deliver a superior customer experience - which is the main thrust of your department.
  • Provide remote technical support to international clients via phone, email, chat, and remote

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

    and peripherals.
  • 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

    resolve complex technical issues.
  • Document support tickets, solutions, and troubleshooting procedures in Jira or similar ticketing

    systems.
  • 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

    delivery and enhance client satisfaction.

Requirements:-

- 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

diverse backgrounds.

- Ability to work independently and collaborate effectively in a remote team environment.

- Experience using collaboration tools like Slack for communication and Jira for ticket

management.

Preferred Qualifications:-

- 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 Linux.

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