# Team Leader Remote Desktop Support Technician

**Company**: TaskUs
**Location**: Navi Mumbai
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://taskus.wd1.myworkdayjobs.com/en-US/Careers/job/IND---Navi-Mumbai---Dreamland/Team-Leader---Remote-Desktop-Support_R_2404_5362?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_f31594fc-4c9

## Description

TaskUs is seeking a highly skilled Team Leader Remote Desktop Support Technician to play a vital role in ensuring the seamless operation of clients' IT systems. The successful candidate will handle a team of remote technical support engineers, resolve technical issues, and deliver exceptional customer service to a global user base.

**Key Responsibilities:**

- Manage day-to-day planning and operations of the team, ensuring each teammate delivers on their Service Level Agreement (SLA) and achieves their Key Performance Indicators (KPIs).

- Train and develop team members through team huddles, coaching sessions, and recognising weaknesses to offer solutions for improvement.

- 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 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:**

- Bachelor's 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.

## Skills

### Required
- remote desktop support
- troubleshooting
- MFA solutions
- VPN technologies
- collaboration tools

### Nice to have
- CompTIA A+
- Network+
- Security+
- Windows
- macOS
- Linux

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Source: [Apply at taskus.wd1.myworkdayjobs.com](https://taskus.wd1.myworkdayjobs.com/en-US/Careers/job/IND---Navi-Mumbai---Dreamland/Team-Leader---Remote-Desktop-Support_R_2404_5362?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)