Remote Desktop Support

( Other )  Remote (Asia | APAC Time Zone Permitted)

Job Type : Full-Time
Experience : 3 to 5 years
Education : Bachelor Degree

Job Detail

Minimum Requirements:

  • 2nd level technical knowledge of hardware and peripherals i.e. PC & peripherals, iPad/iphone
  • 2nd level technical knowledge of desktop and software applications i.e. Operating System (Window 10), Microsoft 365 (MS Teams, O365 Apps, SharePoint, etc.), Antivirus software and systems (Virus/Malware response).
  • Knowledge of Active Directory
  • Knowledge on Mobile Device Management (Intune)
  • Knowledge on Workstation Patch management
  • Background on Network fundamentals including VPN, cloud technologies (Azure)
  • Strong verbal and written communication, ability to articulate technical information to the target audience.
  • Ability to work well within a team while fostering relationships and partnerships.
  • Can-do and positive attitude with a growth mindset.

The Remote Desktop Support Engineer is accountable to fulfil the following responsibilities:

  • Utilising listening and questioning techniques to provide technical diagnosis on a full range of complex problems by telephone and recommending the best course of action. 
  • Manages call via service management toolset through to resolution, engaging field engineers, authorised service provides (ASPs), 3rd parties and Fujitsu warehouses where necessary. 
  • Thoroughly documents the status of all client liaisons and communications in the service management toolset. 
  • Accesses technical solutions within the knowledge base. 
  • Contributes technical solutions to the knowledge base. 
  • Maintains the Problem Management ITIL Processes. Produces accurate, concise and timely trend reports as required utilising both Excel and Word. 
  • Identifies trends and potential problem sources by reviewing cases, performing root cause analysis and problem management.
  • Produces Monthly Problem Management Reports for the Customer which includes statistical graphs and trending analysis.
  • Produces recommendations for the reduction of cases & plans to proactively reduce the case levels seen within the customer accounts. 
  • Provides technical support to other team members. 
  • Co-ordinate meetings for effective management and resolution of current problem cases. 
  • Escalation of known problems to the Technical Support Team Leader. 
  • Follows established processes and systems (e.g. completion of all admin paperwork, timely Service Management system updates) to meet laid down guidelines. 
  • • Through continual service Improvement looks for ways to improve processes and service levels. Acknowledges and empathises with customer issues demonstrating through communication a clear understanding of the customer's systems, processes, culture and issue. 
  • Escalates issues within agreed timeframe to deliver required service level and meet or exceed customers' expectations/SLAs. 
  • Acts as a team player being viewed by colleagues as a helpful member of the team. 
  • Takes the initiative to drive own technical and professional development to grow product and business knowledge. 
  • Delivers high quality customer service experience while resolving client queries effectively. 
  • Works in an environment where there is minimal supervision. 
  • Attend site to resolve remedial maintenance calls. 
  • General Awareness of customer developments/trends and keeping management informed. 
  • Self-direction in identifying and delivering training opportunities. 
  • Provide possible services sales "leads", informing customers of new or updated products and services. 
  • Organise or participate in "interest groups" relating to area(s) of specialisation. 
  • Produce regular articles or scripts in specialist area(s). 
  • Attend internal and/or external meetings as required. 
  • This role is a rotational shift pattern role which includes some weekend work.
  • Perform work-related tasks assigned by the manager
55 total views, 1 today
Apply this position
LinkedIn-PH - 1 year ago