Walk-in || Technical Service Desk

• 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.

Note: Preferred "Immediate to 15 Days Joiner"