Job Summary
The DSS Elevated RDS L2 Engineer is responsible for providing advanced Remote Desktop Support services to end users, handling complex technical incidents, escalations, and service requests that cannot be resolved by Level 1 support teams. The role requires strong technical troubleshooting skills, adherence to ITIL practices, proactive incident management, and a customer-centric approach to ensure high-quality end-user computing services.
Key Responsibilities
Key Responsibilities Technical Support & Escalation Management • Provide Level 2 remote support for Windows, macOS, Office 365, Outlook, Teams, VPN, printing, and enterprise applications. • Act as the primary escalation point for complex incidents and requests from Service Desk and DSS L1 teams. • Diagnose and resolve hardware, software, network connectivity, and endpoint management issues. • Support VIP and Executive users with priority handling and enhanced customer service. • Perform root cause analysis (RCA) for recurring incidents and recommend permanent corrective actions. Endpoint & Infrastructure Support • Manage device provisioning, software installations, upgrades, and patch compliance activities. • Support Azure AD, Active Directory, Intune, SCCM/MECM, BitLocker, and endpoint security solutions. • Troubleshoot remote access technologies including VPN, VDI, Citrix, and Remote Desktop Services. • Maintain endpoint health through proactive monitoring and remediation. ITSM & Service Excellence • Adhere to Incident, Request, Change, Problem, and Major Incident Management processes. • Ensure timely ticket updates, accurate documentation, and SLA compliance. • Participate in Major Incident calls and coordinate with resolver groups for rapid resolution. • Create and maintain knowledge articles, SOPs, and troubleshooting runbooks. • Drive continuous service improvement initiatives and automation opportunities. Customer & Stakeholder Management • Provide clear communication and regular updates to end users and stakeholders. • Collaborate with Infrastructure, Security, Networking, Application Support, and Vendor teams. • Participate in service reviews and operational governance discussions. • Mentor L1 engineers and provide technical guidance when require
Skill Requirements
Required Skills & Experience Technical Skills • Strong knowledge of: o Windows 10/11 Administration o Microsoft 365 Suite o Azure AD / Active Directory o Intune / SCCM / MECM o VPN & Remote Access Technologies o Citrix / VDI Environments o Endpoint Security & Antivirus Solutions o ServiceNow or similar ITSM platforms ITSM Knowledge • Strong understanding of: o Incident Management o Request Fulfilment o Problem Management o Change Management o Major Incident Management o SLA & KPI Management
Other Requirements
Qualifications • Bachelor\'s Degree in Computer Science, Information Technology, or related discipline. • 4 to 7 years of experience in End User Computing, Remote Desktop Support, or Deskside Support environments. • ITIL Foundation certification preferred. • Microsoft Modern Desktop, Azure, or Endpoint Management certifications are desirable. Key Competencies • Advanced troubleshooting and analytical skills. • Strong verbal and written communication. • Customer-first mindset. • Ability to work independently in a fast-paced environment. • Ability to manage multiple priorities and critical incidents simultaneously. • Strong stakeholder management and coordination skills. Preferred Experience • Global service delivery environment. • Executive/VIP support. • ServiceNow workflow and automation exposure. • Knowledge of PowerShell scripting and endpoint automation. • Experience supporting hybrid workplace technologies and collaboration platforms. Role Level Band: E2 (Based on experience and account requirements) Support Model: 24x7 / Follow-the-Sun Operations (as applicable) Function: End User Computing (EUC) / Digital Workplace Services