Shift Lead (Support & Operations)

About the role

Role Summary The RemoteXpert Engineer will provide advanced remote technical support to end users, with strong ownership of incidents and service requests that require deeper troubleshooting beyond Service Desk/L1 capabilities. The focus is on maximizing remote resolution, minimizing onsite dispatch, and providing a high-quality end-user experience.

What you'll do

• Provide L2 remote technical support for end-user computing issues
• Own and resolve incidents and service requests escalated from Service Desk/L1 teams
• Perform advanced troubleshooting of: Windows operating systems Microsoft 365 applications Outlook and Teams VPN and network connectivity Active Directory and access…
• Troubleshoot user profiles, application performance, authentication, configuration, and endpoint-related issues
• Perform software installations, upgrades, configuration changes, and remediation activities

What you need

• 4–7 yrs of experience
• Office 365
• Active Directory
• TCP/IP
• ITIL
• Root cause analysis
• Documentation
• Any graduate

Good to have

• PowerShell
• IAM