Description

You will provide technical support and resolve operating system issues for remote users.

Responsibilities

• Troubleshoot Windows, Outlook, Teams, Citrix, VDI, VPN, and security applications via remote support.
• Manage and resolve customer complaints by researching solutions using available resources.
• Document all call information, technical issues, and resolutions according to standard operating procedures.
• Create new SOPs for emerging issues and identify call trends to alert management.
• Route tickets and calls to the appropriate domains and escalate complex issues to supervisors.

Required Skills

• 5+ years of experience in technical support or system engineering.
• Proficiency in troubleshooting Windows environments.
• Experience supporting Microsoft Outlook and Teams.
• Hands-on knowledge of Citrix and VDI environments.
• Technical familiarity with VPN and security applications.
• Ability to handle high-pressure interactions and resolve customer complaints.
• Strong documentation skills for call logs and report completion.

Preferred Skills

• Experience creating standard operating procedures (SOPs).
• Ability to identify call trends and alert management.

Key Skills

Education

Not specified