Team Leader - Remote Desktop Support

Job description

- 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:-

- Bachelors 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.