Lab Administrator

Sapsf; United States; Remote; USD 40,000 - 52,000; Full time

Job summary

Sapsf is seeking a dedicated L1 Remote Desktop Support specialist in the United States. You will independently troubleshoot and resolve assigned tickets and provide remote support to end users via phone, email, and chat.

Responsibilities include diagnosing hardware, software, and network issues, adhering to SLAs, and maintaining logs. You will work to improve CSAT and time-to-resolution while escalating complex cases to higher IT levels as needed.

Qualifications

• Experience in level1 remote desktop support and ticket handling.
• Strong troubleshooting skills for hardware, software and network issues.
• Familiarity with SLAs, CSAT targets and incident routing.

Responsibilities

• Provide level 1 remote desktop support to resolve tickets via phone/email/chat within SLA.
• Diagnose hardware, software, or network issues and provide resolution or workarounds.
• Adhere to quality standards and regulatory requirements; maintain logs and escalate as needed.
• Support knowledge base updates and engage in self-development activities.

Skills

Remote support

Troubleshooting

Ticketing systems

Tools

Windows OS

Microsoft Office

Job description

Requisition ID170043-Posted10/07/2026

To independently troubleshoot/resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

Key Responsibilities

• To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
• To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
• To maintain high login Efficiency (Availability) for customers.
• To update worklogs and follow shift/ escalation process to elevate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
• Work on value adding activities such Knowledge base update & self development.