Remote Desktop Engineer

Job Description & Requirements

• Provide 1st Level IT Support, via Phone and Remote-Control tool, to manage users incidents and queries in a professional and timely manner. Able to work independently with minimum supervision during weekend or night shift.
• Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.
• Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
• Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.