Administrator (Support & Operations)

Job Summary

Virtual IT Point Support Technician provides technical assistance and support to end-users experiencing issues with remote desktop environments, software, and network issues on laptops, desktops, and mobile devices This role involves troubleshooting, resolving technical problems, and ensuring seamless access to virtual desktops and and diagnosing system failures, performing BIOS-level troubleshooting, The ideal candidate is customer-focused, tech-savvy, and skilled in diagnosing and resolving IT-related issues remotely. The technician will also coordinate with IT teams, document solutions, and contribute to continuous service improvements in line with ITIL best practices. Additionally, the role requires proactive monitoring, system optimization, and adherence to security protocols to enhance overall IT service delivery.

Key Responsibilities

Provide remote technical support for end-user devices, including laptops, desktops, and mobile devices.

• Troubleshoot and resolve hardware, software, and network-related issues remotely.
• Perform BIOS-level troubleshooting, system re-imaging, and IMAC (Install, Move, Add, Change) tasks.
• Support new user onboarding, account setup, and hardware/software provisioning.
• Assist end users by taking control using various remote-control applications, including IP KVM.
• Troubleshoot and resolve issues related to remote desktop access, VPNs, software applications, and network connectivity.
• Assist users with setup, configuration, and optimization of remote desktop tools (e.g., Microsoft Remote Desktop, Citrix, VMware Horizon).
• Diagnose hardware, software, and system performance problems in virtual environments.
• Escalate complex issues to senior IT staff or specialized teams when necessary.
• Document supports tickets, resolutions, and user interactions in a clear and organized manner.
• Document resolutions, update knowledge bases, and contribute to process optimization.
• Collaborate with cross-functional IT teams for complex issue resolution and service improvements.
• Ensure adherence to IT security policies, compliance requirements, and best practices.
• Monitor and escalate recurring technical issues to prevent future disruptions.
• Provide ITIL-based support for Incident, Problem, and Request Management processes.
• Manage workflows, performance metrics, and service level agreements (SLAs).
• Proactively monitor system performance, identify potential risks, and recommend improvements.
• Assist in software license management, compliance tracking, and audits.
• Conduct periodic training sessions or create user guides for common IT issues.
• Perform remote device management, including troubleshooting mobile device connectivity and app installations.
• Participate in IT asset management, tracking equipment lifecycles, and recommending upgrades or replacements. Other responsibilities
• As assigned by management in alignment with the organization’s goals and operational requirements Education & Certifications:
• Bachelor’s degree / Equivalent in computer science, IT.

Skill Requirements

Skills & Competencies

• Excellent communication skills in English (verbal and written).
• Analytical thinking with strong troubleshooting and problem-solving abilities.
• Strong knowledge of desktop technologies and protocols (e.g., RDP, VDI).
• Good to have knowledge of endpoint management tools - (In Tune, SCCM, JAMF & MDM tools)
• Proficiency with operating systems (e.g., Windows, macOS) and common business software (e.g., Microsoft Office).
• Familiarity with network troubleshooting (e.g., VPNs, firewalls, bandwidth issues).
• Detail-oriented and customer-focused mindset.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills with the ability to maintain accurate and comprehensive records.
• Flexibility to work in shifts, including off-hours and weekends, as required.
• Demonstrated ability to coordinate across geographically distributed teams.
• Team-oriented approach with a focus on collaboration and productivity.

Other Requirements

Minimum of 5 years of experience with high end technical customer service support hardware or a similar role.

• Proven ability to build strong relationships and manage customer expectations.
• Experience in managing full IMACD lifecycle tasks.
• Hands-on experience with ITSM tools like ServiceNow.
• Strong understanding of SLA management and tickets management