remoteonsite
Consultant - IT Service Desk & Remote Tech Support - YASH Technologies
Systems Engineer
Lead remote technical support for enterprise clients, diagnosing and resolving Windows and Linux issues, managing ticketing systems, and ensuring high‑quality customer service while optimizing operational efficiency.
About the role
Key Responsibilities
- Provide first‑line remote support for Windows and Linux endpoints, troubleshooting hardware, software, and network issues.
- Log, track, and resolve incidents using ticketing systems, ensuring SLA compliance and timely communication with stakeholders.
- Escalate complex problems to senior engineers, documenting root causes and resolution steps for knowledge base enrichment.
- Collaborate with cross‑functional teams to implement process improvements and automation scripts.
- Maintain up‑to‑date documentation, user guides, and best‑practice playbooks for internal and client use.
Requirements
- 3+ years of experience in IT service desk or remote technical support roles.
- Hands‑on experience with ticketing platforms (e.g., ServiceNow, Jira Service Management).
- Excellent problem‑solving skills and a customer‑centric mindset.
- Strong written and verbal communication skills in English.