Description

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

Manage and troubleshoot Windows, Outlook, Teams, Citrix, VDI, VPN, and security applications via remote support. 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 appropriate domains and escalate complex issues to supervisors.

Responsibilities

• Troubleshoot Windows environments and Microsoft applications.
• Resolve customer complaints and technical issues using available resources.
• Document call logs, technical issues, and resolutions accurately.
• Create SOPs for emerging issues and identify call trends.
• Route tickets to appropriate domains and escalate complex cases.

Required Skills

• 5+ years of experience in technical support or system engineering.
• Proficiency in troubleshooting Windows operating systems.
• 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 complaints.
• Strong documentation skills for call logs and reports.

Preferred Skills

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

Key Skills

Education

Not specified