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About the role
- Handling team of Remote technical support engineers, you will manage the day-to-day planning and operations of your team. This includes making sure that each of your Teammates delivers on their Service Level Agreement (SLA) and achieve their Key Performance Indicators (KPIs). -As Team Leader, you are in charge of managing the team and making sure everyone adheres to their schedules. You must be organized and be able to handle responsibility. - To be able to train and help in the development of your team, by conducting team huddles, coaching sessions, and recognizing weaknesses - so you can offer solutions to help them improve and grow. Through that, your team will be able to deliver a superior customer experience - which is the main thrust of your department. - Provide remote technical support to international clients via phone, email, chat, and remote desktop tools. - Troubleshoot and resolve hardware and software issues related to desktops, laptops, printers, and peripherals. - Install, configure, and maintain operating systems, software applications, and security patches. - Set up and configure VPN connections for secure remote access. - Implement and support multi-factor authentication (MFA) solutions, including Yubikey. - Collaborate effectively with cross-functional teams across different time zones to escalate and resolve complex technical issues. - Document support tickets, solutions, and troubleshooting procedures in Jira or similar ticketing systems. - Provide training and guidance to international end-users on IT best practices and procedures. - Stay updated on emerging technologies and industry trends to continuously improve service delivery and enhance client satisfaction. Requirements:- - Minimum of 2 years of experience as a team leader in remote desktop support, preferably with international clients . - Proficiency in using remote support tools and technologies. - Strong troubleshooting skills with the ability to diagnose and resolve technical issues efficiently. - Experience with MFA solutions, such as Yubikey, and VPN technologies. - Excellent communication skills and cultural sensitivity to effectively interact with clients from diverse backgrounds. - Ability to work independently and collaborate effectively in a remote team environment. - Experience using collaboration tools like Slack for communication and Jira for ticket management. Preferred Qualifications:- - Bachelors degree in Computer Science, Information Technology, or related field. - Certifications in relevant technologies (e.g., CompTIA A+, Network+, Security+). - Experience supporting a diverse range of operating systems, including Windows, macOS, and Linux.
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