SeniorEngineer - Miscrosoft Windows,Microsoft Servers RDS,Touch Services
India
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Job Description
SeniorEngineer - Miscrosoft Windows,Microsoft Servers RDS,Touch Services
Others, Uttar Pradesh

Job Summary

The L2 Remote Desktop Support Engineer is responsible for providing advanced technical support to end users in a 24x7 operational environment. The role focuses on resolving incidents and service requests, ensuring seamless IT service delivery, and maintaining high user satisfaction. Designation\\\\r\\\\nL2 RDS (Remote Desktop Support) Engineer\\\\r\\\\n \\\\r\\\\nRole Overview\\\\r\\\\nThe L2 Remote Desktop Support Engineer is responsible for providing advanced technical support to end users in a 24x7 operational environment. The role focuses on resolving incidents and service requests, ensuring seamless IT service delivery, and maintaining high user satisfaction.\\\\r\\\\n \\\\r\\\\nRoles & Responsibilities\\\\r\\\\nManage and resolve incidents and service requests logged in ServiceNow (SNOW) within defined SLAs.\\\\r\\\\nContinuously monitor the incident/request queue in a 24x7 support environment.\\\\r\\\\nProvide remote technical support to Merck end users for hardware and software-related issues.\\\\r\\\\nUse remote support tools such as Bomgar (BeyondTrust) or Microsoft Teams to troubleshoot and resolve issues.\\\\r\\\\nPerform detailed troubleshooting, root cause analysis, and ensure permanent fixes where applicable.\\\\r\\\\nMaintain proper documentation of tickets, resolutions, and knowledge articles.\\\\r\\\\nCollaborate with L1 teams and escalate complex issues to L3 or relevant support groups when required.\\\\r\\\\nEnsure adherence to ITIL processes, including incident, request, and problem management.\\\\r\\\\nDeliver high-quality customer service and maintain strong communication with end users.\\\\r\\\\n \\\\r\\\\n \\\\r\\\\n \\\\r\\\\n \\\\r\\\\nRequired Skill Sets\\\\r\\\\nMicrosoft Office 365 – configuration, installation, and troubleshooting\\\\r\\\\nMicrosoft Edge – browser troubleshooting and issue resolution\\\\r\\\\nAdobe Applications (Acrobat & Creative Cloud) – installation, configuration, and troubleshooting\\\\r\\\\nAdobe E-Sign / Digital Signature – setup and troubleshooting\\\\r\\\\nWindows Operating Systems – in-depth troubleshooting (Windows 10/11)\\\\r\\\\nPrinter Support – configuration, installation, and troubleshooting (local & network printers)\\\\r\\\\nStrong remote troubleshooting skills using Bomgar or MS Teams\\\\r\\\\nGood understanding of ticketing tools (ServiceNow preferred)\\\\r\\\\nExcellent problem-solving and communication skills\\\\r\\\\n \\\\r\\\\nOptional / Good-to-Have Skills\\\\r\\\\nKnowledge of Mac OS troubleshooting\\\\r\\\\nExperience with Batch Print processes\\\\r\\\\nFamiliarity with RightFax & VPSX tools\\\\r\\\\nExposure to enterprise IT environments and global support models\\\\r\\\\n \\\\r\\\\nPreferred Qualifications\\\\r\\\\nBachelor’s degree in IT, Computer Science, or related field\\\\r\\\\nRelevant certifications (e.g., ITIL Foundation, Microsoft certifications) are an added advantage\\\\r\\\\n \\\\r\\\\nKey Competencies\\\\r\\\\nStrong analytical and troubleshooting ability\\\\r\\\\nCustomer-centric approach\\\\r\\\\nAbility to work in rotational shifts (24x7 environment)\\\\r\\\\nTeam collaboration and ownership mindset  Manage and resolve incidents and service requests logged in ServiceNow (SNOW) within defined SLAs. Continuously monitor the incident/request queue in a 24x7 support environment. Provide remote technical support to Merck end users for hardware and software-related issues. Use remote support tools such as Bomgar (BeyondTrust) or Microsoft Teams to troubleshoot and resolve issues. Perform detailed troubleshooting, root cause analysis, and ensure permanent fixes where applicable. Maintain proper documentation of tickets, resolutions, and knowledge articles. Collaborate with L1 teams and escalate complex issues to L3 or relevant support groups when required. Ensure adherence to ITIL processes, including incident, request, and problem management. Deliver

Key Responsibilities

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Skill Requirements

Microsoft Office 365 – configuration, installation, and troubleshooting Microsoft Edge – browser troubleshooting and issue resolution Adobe Applications (Acrobat & Creative Cloud) – installation, configuration, and troubleshooting Adobe E-Sign / Digital Signature – setup and troubleshooting Windows Operating Systems – in-depth troubleshooting (Windows 10/11) Printer Support – configuration, installation, and troubleshooting (local & network printers) Strong remote troubleshooting skills using Bomgar or MS Teams Good understanding of ticketing tools (ServiceNow preferred) Excellent problem-solving and communication skills

Other Requirements

 Knowledge of Mac OS troubleshooting Experience with Batch Print processes Familiarity with RightFax & VPSX tools Exposure to enterprise IT environments and global support models
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.