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.