IT Service Desk and Remote Technical Support Consultant

Experience

3-5 Years

Job Description

ROLE AND RESPONSIBILITIES:

• Issue Resolution: Resolve Tier 1 and Tier 2 technical tickets remotely.
• System Provisioning: Configure, test, and ship remote employee workstations.
• Identity Management: Manage user access, passwords, and permissions daily.
• Documentation: Create clear internal knowledge base articles for common fixes.
• Asset Tracking: Maintain an accurate inventory of cloud assets and hardware.

QUALIFICATIONS AND EDUCATION REQUIREMENTS:

• Education: Bachelor’s degree in Computer Science or equivalent experience.
• Experience: Minimum 3-5 years in a remote technical support role.
• Certifications: CompTIA A+, Network+, or Microsoft Modern Desktop Administrator.
• Certification – ITIL V4, Modern Desktop administrator (MD 103)
• Candidates who are confident of clearing extensive Background verification till previous Organization only shall apply.

PREFERRED SKILLS:

• Hardware: Experience troubleshooting Lenovo, Dell, and Apple laptop hardware.
• VDI: Managing virtual desktop infrastructures like VMware Horizon.
• MDM: Enrolling mobile devices in corporate management portals.

BEHAVIORAL ATTRIBUTES:Communication: Excellent verbal and written skills for non-technical users.

• Empathy: Patience and understanding when handling stressful user issues.
• Problem Solving: Strong analytical thinking under tight time constraints.
• Self-Motivation: Ability to work independently and be a team player at sametime with minimal remote supervision.

Required Technical/ Functional Competencies

PRIMARY SKILLS:

• Operating Systems: Advanced Windows 10/11 and macOS troubleshooting.
• Software Support: Office 365, Teams, Microsoft Entra ID (Active Directory).
• Endpoint Management: Microsoft Intune, SCCM, or Jamf administration.
• Networking: Strong TCP/IP, DNS, DHCP, and VPN troubleshooting.
• Remote Access: Proficiency with Citrix, RDP, Zoom, and TeamViewer.
• Fluent in English, in both oral and written communication
• Good knowledge in Utility software technical knowledge such as Antivirus and others.
• Willingness to do 24x7 Rotational Shift, ability to working from office is preferred, location will be city with Yash Office.

DESIRABLE SKILLS:

• Cloud Basics: Knowledge of AWS or Microsoft Azure environments.
• Scripting: Basic PowerShell or Bash scripting for task automation.
• Cybersecurity: Familiarity with EDR tools like CrowdStrike or Defender.
• ITIL Framework: Understanding of incident and change management workflows.

Required Behavioral Competencies

Accountability:

• Takes ownership for and ensures accuracy of own work, meets deadlines, and asks questions about possible gaps to ensure clarity of ownership.

Agility:

• Demonstrates a willingness to accept and embrace differing ideas or perceptions which are beneficial to the organization.

Collaboration:

• Participates in team activities and reaches out to others in team to achieve common goals.

Customer Focus:

• Displays awareness of customers stated needs and gives priority to meeting and exceeding customer expectations at or above expected quality within stipulated time.

Communication:

• Effectively communicates in written and oral form, well-organized thoughts to others. Speaks openly and honestly with all employees.

 Drives Results:

• Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets.

Certifications