Description

You will provide technical support and resolve base operating system issues, remote connectivity tools, and security applications for enterprise users.

Responsibilities

• Troubleshoot Windows OS, Outlook, Teams, Citrix, VDI, VPN, and security applications via remote support channels.
• Manage incoming calls and emails, resolving customer complaints and technical issues in a timely manner.
• Research, identify, and escalate complex issues to supervisors or appropriate technical domains when necessary.
• Document all call information, maintain accurate logs, and create SOPs for new issues and resolutions.
• Monitor support trends and alert management regarding emerging patterns in customer requests.

Required Skills

• 5+ years of professional experience in technical support or system engineering.
• Proficiency in troubleshooting Windows operating systems.
• Hands-on experience with Microsoft Outlook and Microsoft Teams.
• Technical knowledge of Citrix and Virtual Desktop Infrastructure (VDI).
• Experience managing VPN and security applications.
• Strong ability to handle frustrated customers through effective communication.
• Ability to research solutions using available technical resources.

Preferred Skills

• Any Graduate degree.

Key Skills

Education

Any Gradute