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Remote Desktop Support

Birlasoft

HybridHybrid

Original Job Summary

About Birlasoft

Birlasoft, a global leader in Cloud, AI, and Digital technologies, is part of the diversified CKA Birla Group with a 170-year heritage. With over 12,000 professionals, they empower businesses through a consultative and design-thinking approach.

Role Overview - Remote Desktop Support

This role is for a Service Desk Specialist offering 24/7 L2 remote end user support for US and Canada users. The specialist will troubleshoot desktop/laptop hardware and software issues on the Windows platform.

Key Responsibilities

  • Responding to client support requests and contacting users to determine issues.
  • Resolving basic desktop issues related to deployed software images, packages, patches, and updates.
  • Escalating complex software and application issues to specialized teams.
  • Troubleshooting hardware and software issues remotely including OS, Office, antivirus, and basic system applications.
  • Supporting Outlook, browser, printer/scanner installation, configuration and troubleshooting.
  • Utilizing ITIL processes and MIM knowledge to ensure consistent support.
  • Managing Active Directory user accounts, groups, and permissions.
  • Fielding support calls, chat, and emails regarding connectivity, password resets, and related queries.
  • Understanding VPN configuration and mobile device security protocols.

Key Skills/Competency

  • Windows Desktop
  • IT Support
  • Remote Troubleshooting
  • ITIL
  • MIM
  • Active Directory
  • O365
  • MS Office
  • VPN
  • Customer Support

How to Get Hired at Birlasoft

🎯 Tips for Getting Hired

  • Research Birlasoft: Study their culture and technological focus.
  • Customize your resume: Highlight remote support and ITIL experience.
  • Prepare examples: Show evidence of troubleshooting skills.
  • Network on LinkedIn: Connect with current employees and recruiters.

📝 Interview Preparation Advice

Technical Preparation

Review Windows OS troubleshooting techniques.
Practice Active Directory management tasks.
Study ITIL framework basics.
Refresh knowledge on MIM and VPN setup.

Behavioral Questions

Describe resolving challenging user support requests.
Explain handling high-pressure call volume scenarios.
Share examples of effective remote communication.
Discuss teamwork in technical issue resolution.