Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow. 

Role SummaryAs a Remote Desktop Support Specialist, you will be responsible for the installation, repair, and preventative maintenance of edge network devices such as desktops, laptops, mobile devices, and MACs. You will ensure that all processes adhere to company policies, standards, and industry best practices. You’ll assist in selecting software solutions to meet user requirements and troubleshoot hardware and software issues, including network problems affecting desktop or laptop computers and related peripheral equipment.
Key Responsibilities
● Provide second-level technical support for desktop, software, hardware, and network issues, typically escalating from Tier 1.
● Collaborate with desktop support teams during off-hours, ensuring all critical support tasks such as troubleshooting, software installation, and hardware diagnostics are efficiently handled.
● Use remote access tools (e.g., TeamViewer, RDP) to troubleshoot issues directly on users' systems without requiring physical visits.
● Identify root causes of complex technical issues through diagnostic tools, logs, and knowledge bases, and develop solutions or workarounds.
● Resolve issues related to software bugs, system configurations, network problems, hardware failures, and other advanced technical challenges.
● Communicate effectively with users, explaining complex technical issues in an easily understandable manner.
● Document issues, resolutions, and troubleshooting steps for future reference or knowledge base creation, ensuring continuous improvement for Tier 1 support.
● Escalate unresolved or highly complex issues to Tier 3 or other teams as needed.
● Track and manage support tickets through systems like ServiceManager, ServiceDesk+, or ServiceNow.
Qualifications and Skills
● Proven experience in technical support, with a strong understanding of desktop, laptop, and mobile device issues.
● Experience working with operating systems (Windows, macOS), software applications, and hardware platforms.
● Strong problem-solving and diagnostic skills, with the ability to use remote troubleshooting tools and techniques.
● Familiarity with ticketing systems (e.g., ServiceNow, ICD, ServiceDesk+) for case tracking and issue management.
● Excellent communication skills, with the ability to explain technical solutions to non-technical users.
● Ability to work independently and as part of a remote team, managing multiple cases simultaneously.
● Previous experience in an Enterprise IT environment is a plus.
● Education: At least 2 years of college completed; a degree in computer science or a related field is preferred. Equivalent work experience will also be considered.
● Certifications: Basic knowledge of ITIL v4, CompTIA, and/or Microsoft certifications is preferred.
Desired Skills and Experience
● Skills/Knowledge: Ability to acquire and apply job skills while learning company policies and procedures.
● Job Complexity: Handles routine to semi-routine tasks with minimal decision-making outside established procedures.
● Supervision: Works under close supervision with detailed instructions for all tasks.
● Systems Experience: Familiarity with multiple operating systems (Windows 11, macOS, etc.) and hardware platforms (PC, MAC).
● Software Proficiency: Experience with Microsoft Office 365 and/or Google Suite.
● Active Directory: Experience with Active Directory, user permissions, and account management in enterprise systems.
● Hardware Experience: Knowledge of devices such as laptops, desktops, HP/Lenovo thin clients, and Macs.
● Network Experience: Support experience with Local Area Network infrastructure devices (e.g., switches, routers, access points). In-depth knowledge of network configurations, VPN setup, and troubleshooting network-related issues.
● Familiarity with remote desktop software (TeamViewer, LogMeIn, RDP) for troubleshooting and support.
● Strong understanding of ITIL processes or experience in a structured IT support environment.
● Experience with knowledge bases and creating documentation or knowledge articles.
● Ability to work flexible hours, including evenings, weekends, and holidays, to provide continuous support coverage.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com.