Desktop Engineer

Job Summary:

JD:

For the Senior RIM Support role, candidates must have hands-on experience in a Remote Infrastructure Management (RIM) or Technical Service Desk environment, providing remote support to international end users.

Strong verbal and written communication skills are mandatory, as the role involves direct interaction with global customers and stakeholders.

Candidates should have extensive experience using remote support tools and technologies, along with the ability to troubleshoot and resolve technical issues remotely in a professional and customer-focused manner.

Exposure to multi-client environments, ticketing tools, SLA-driven support models and relevant technical certifications will be considered an added advantage.

Core Desktop Support Knowledge

• Troubleshoot and resolve common IT issues, including desktop/laptop hardware and software problems, VPN and network connectivity issues, printer configuration and troubleshooting, and operating system/application-related incidents.
• Understanding of Citrix and remote access technologies, including Citrix, Remote Desktop tools, and associated protocols.
• Demonstrated ability to manage and support diverse IT infrastructure across distributed locations.
• Experience supporting macOS environments and Apple device administration.

Communication & Telephony

• Working knowledge of VoIP and telephony systems, particularly in call-center environments.
• Strong verbal and written communication skills for effective ticket documentation and customer interaction.
• Ability to communicate technical concepts clearly to both technical and non-technical stakeholders.

Network & Troubleshooting

• Foundational network troubleshooting skills, including TCP/IP, connectivity diagnostics, DNS, and DHCP.
• Strong analytical and systematic problem-solving approach to incident resolution.
• Basic understanding of network infrastructure relevant to remote support environments.

Service Delivery Excellence

• Strong attention to detail with the ability to maintain accurate and comprehensive ticket documentation.
• Understanding of Incident and Service Request management processes, including proper ticket categorization and classification.
• Commitment to SLA adherence, recognizing the impact of timely resolution on client satisfaction and business outcomes.
• Ability to prioritize tasks effectively in a fast-paced, high-volume support environment.

Additional Competencies

• Basic security awareness and compliance-oriented mindset.
• Strong time management and workload prioritization skills.
• Ability to work independently while effectively escalating issues when required.
• Customer-focused approach with a commitment to delivering high-quality support services.