Bangalore, Karnataka
Job Summary
IT Remote Desktop Support Agent
Job Summary
We are looking for a skilled IT Remote Desktop Support Agent to provide technical assistance to end-users across the organization. In this role, you will diagnose and resolve hardware, software, and connectivity issues remotely, ensuring minimal disruption to business operations.
Key Responsibilities
Key Responsibilities
Provide first and second-level technical support via remote desktop tools (e.g., Microsoft RDP, MECM, Intune)
Diagnose and troubleshoot operating system, application, and network issues for end-users
Install, configure, and update software, drivers, and OS patches remotely
Manage user accounts, permissions, and access controls through Active Directory and related tools
Document all support tickets, resolutions, and recurring issues in the ITSM system (e.g., ServiceNow, Jira)
Escalate complex or unresolved issues to Tier 3 support or specialized teams
Guide users through step-by-step troubleshooting procedures clearly and patiently
Monitor and respond to helpdesk tickets within defined SLA timeframes
Assist with onboarding of new employees — device setup, account provisioning, and orientation
Maintain a knowledge base of common issues and solutions for team reference
Skill Requirements
Based on the job description above, here are all the skills required for an IT Remote Desktop Support Agent :
Technical Skills
Remote Support & Tools
Proficiency with remote desktop tools — RDP, MECM, Intune
Screen sharing, session control, and unattended access management
Operating Systems
Windows 10/11 administration and troubleshooting
macOS support and configuration
Basic Linux familiarity (a plus)
Networking
TCP/IP, DNS, DHCP fundamentals
VPN setup and troubleshooting
Wi-Fi and connectivity diagnostics
Microsoft Ecosystem
Microsoft 365 — Outlook, Teams, SharePoint, OneDrive
Active Directory — user accounts, groups, permissions, password resets
Azure AD / Entra ID for cloud identity management
Software & Applications
Software installation, updates, and patch management
Antivirus and endpoint security tools
ITSM platforms — ServiceNow, Jira, Freshdesk
Soft Skills
Communication — explaining technical concepts to non-technical users clearly and patiently
Problem-solving — logical, methodical approach to diagnosing issues
Time management — handling multiple tickets and meeting SLA deadlines
Attention to detail — accurate documentation of issues and resolutions
Empathy & patience — staying calm and supportive with frustrated users
Self-discipline — working independently in a remote setup without direct supervision
Adaptability — handling diverse issues across different devices, users, and environments
Other Requirements
Rotational shifts (24X7) apply to provide coverage across time zones.
100% work from office.
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