SGunited Jobs Remote Desktop Support Engineer
2 weeks ago
Roles & Responsibilities
- To have at least 1 year of end-user support experience in desktop or technical service desk, excluding Customer Service Experience in a non-technical call center environment.
- Required technical skills to support various computing devices like desktops, notebooks, tablets, and smartphones, including proficiency in Windows Operating Systems, Active Directory Account Administration, and Microsoft Office applications.
- Complete the Pre-Interview Assessment Test with a passing score of over 50%.
- Preferably hold a CompTIA A+ certification.
- Demonstrate a good understanding of hardware and peripherals.
- Experience in providing support for WIFI/LAN connectivity.
Provide 1st Level IT Support through phone and Remote-Control tool to address users' incidents and queries promptly and professionally.
Offer First Call Resolution (FCR) technical support via phone and email, ensuring timely responses to calls and emails.
Conduct initial troubleshooting on reported incidents and escalate to 2nd level resolver groups when necessary.
Provide regular updates to customers on the status of outstanding issues within targeted Service Level Agreements.
Maintain ownership of cases, follow up on reported issues until resolution, and ensure accurate information is recorded.
Manage customer expectations and alert the Team Lead in case of a significant increase in calls of a specific nature.
Handle incident classification and prioritization, monitor resolution progress, and provide updates for follow-up and incident status.
Tell employers what skills you have
- A+
- Troubleshooting
- Microsoft Office
- Hardware
- Laptops
- Active Directory
- Desktop Support
- Administration
- Service Level
- Windows Operating Systems
- Desktop PCs
- Service Desk
- Remote Desktop
- Windows
- Windows Remote Desktop
- Customer Service Experience
- Technical Support
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