Job Summary
We are seeking a skilled and customer-focused Remote Desktop Support Engineer (L2) to provide advanced technical support for end-user computing environments. The candidate will be responsible for troubleshooting and resolving complex desktop, laptop, virtual desktop, remote access, and application-related issues while ensuring high customer satisfaction and adherence to SLA commitments.
Key Responsibilities
Incident & Service Request Management
- Handle L2 incidents and service requests escalated from L1 teams.
- Troubleshoot and resolve hardware, software, OS, and application-related issues.
- Ensure timely resolution of tickets within agreed SLAs.
- Perform root cause analysis for recurring incidents.
End User Computing Support
- Support Windows 10/11 environments and corporate desktop standards.
- Troubleshoot desktop, laptop, printer, scanner, docking station, and peripheral issues.
- Provide remote support using approved enterprise tools.
- Support office productivity tools including Microsoft 365 applications.
Remote Access & Virtual Desktop Support
- Support Remote Desktop Services (RDS), Citrix, Azure Virtual Desktop (AVD), and VDI environments.
- Troubleshoot remote connectivity, VPN, MFA, and authentication issues.
- Manage user sessions, profile issues, printing, and application publishing problems in virtual environments.
- Coordinate with infrastructure teams for backend issues impacting remote access services.
User & Access Management
- Support Active Directory administration activities.
- Manage user accounts, group memberships, password resets, and access permissions.
- Troubleshoot Group Policy–related issues impacting end-user systems.
- Support Azure AD/Entra ID authentication issues.
Endpoint Management
- Support device provisioning, enrollment, and asset lifecycle activities.
- Troubleshoot endpoint management platforms such as SCCM, MECM, Intune, or equivalent.
- Assist in software deployment, patch validation, and compliance monitoring.
Security & Compliance
- Support antivirus and endpoint security solutions.
- Assist in vulnerability remediation and security compliance activities.
- Ensure adherence to organizational security policies and procedures.
Documentation & Knowledge Management
- Maintain SOPs, KB articles, troubleshooting guides, and runbooks.
- Contribute to continuous improvement initiatives and automation opportunities.
- Update documentation following incidents, changes, and new implementations.
Collaboration & Escalation Management
- Work closely with L1, L3, Workplace, Network, Server, and Security teams.
- Participate in Major Incident (P1/P2) bridge calls when required.
- Provide technical guidance and knowledge transfer to L1 engineers.
Technical Skills Required
Operating Systems
- Windows 10 / 11
- Windows Server Fundamentals
Remote Access Technologies
- Microsoft Remote Desktop Services (RDS)
- Citrix Virtual Apps & Desktops
- Azure Virtual Desktop (AVD)
- VMware Horizon (preferred)
Endpoint Management
- Microsoft Intune
- SCCM / MECM
- Autopilot
Directory & Identity
- Active Directory
- Azure AD / Entra ID
- Group Policy Management
Productivity & Collaboration
- Microsoft 365
- Outlook
- Teams
- OneDrive
Networking Fundamentals
- TCP/IP
- DNS
- DHCP
- VPN
- Network troubleshooting basics
ITSM Tools
- ServiceNow
- Remedy
- Jira Service Management (preferred)
Desired Certifications
- Microsoft Modern Desktop Administrator Associate
- Microsoft Endpoint Administrator
- ITIL Foundation
- MD-102 / AZ-140 (Preferred)
- Citrix CCA-V (Preferred)
Soft Skills
- Strong customer service orientation.
- Excellent communication and stakeholder management skills.
- Analytical and problem-solving ability.
- Ability to work independently in a 24x7 support environment.
- Strong documentation and knowledge-sharing mindset.