Requirements Summary

Strong knowledge of desktop technologies, hands-on experience with Windows OS and macOS, and experience with endpoint management tools

Full Job Description

Role Overview We are looking for a Remote Desktop Support Engineer to provide timely and effective remote technical assistance to end users. The role involves diagnosing, troubleshooting, and resolving hardware, software, and network-related issues using remote support tools while ensuring high levels of customer satisfaction and adherence to ITIL processes. What You Will Do Provide remote technical support to end-user desktops, laptops, and peripherals using approved remote access tools (RDP, BeyondTrust/Bomgar, VDI, etc.). Diagnose and resolve Windows/macOS, application, OS, and hardware-related issues (PC break/fix, performance, boot issues). Troubleshoot Remote Desktop Services (RDS), VPN connectivity, application access, and network-related problems. Why It Might Be a Fit Strong analytical, troubleshooting, and problem-solving abilities. Willingness to work in rotational shifts and a fast-paced support environment. Willingness to take inbound calls. Requirements Strong knowledge of desktop technologies and protocols (RDP, VDI) Hands-on experience with Windows OS, macOS, and Microsoft Office Working knowledge of Active Directory (user accounts, groups, password resets) Experience with endpoint management tools such as Intune, SCCM, JAMF, or other MDM solutions Basic to intermediate network troubleshooting skills (VPNs, DNS, firewalls, bandwidth issues) Excellent verbal and written communication skills

Skills and Technologies