Chennai, Tamil Nadu
Job Summary
The RDS L2 Engineer is responsible for providing advanced technical support for end-user computing environments, Virtual Desktop Infrastructure (VDI), Remote Desktop Services (RDS), Windows platforms, and related infrastructure components. The role involves troubleshooting complex incidents, supporting escalations from L1 teams, ensuring service availability, and maintaining SLA compliance.
Key Responsibilities
Provide Level 2 support for Remote Desktop Services (RDS), Citrix, VMware Horizon, Azure Virtual Desktop (AVD), and Virtual Desktop Infrastructure (VDI) environments. Investigate and resolve escalated incidents related to remote access, virtual desktops, application publishing, profile management, and user connectivity. Manage and troubleshoot RDS Farms, Session Hosts, Connection Brokers, Gateway Servers, and Licensing Servers. Monitor system performance, capacity, and availability to ensure optimal end-user experience. Support Windows Server administration, Active Directory, Group Policies (GPO), DNS, DHCP, and authentication services. Troubleshoot login issues, profile corruption, printer redirection, drive mapping, and application access problems. Perform root cause analysis (RCA) for recurring issues and implement preventive measures. Coordinate with Infrastructure, Network, Security, and Application teams for issue resolution. Maintain technical documentation, SOPs, KB articles, and operational runbooks. Support patching, upgrades, migrations, and system maintenance activities. Participate in incident, problem, and change management processes following ITIL standards. Provide on-call and after-hours support as required.
Skill Requirements
Microsoft Remote Desktop Services (RDS) Windows Server 2016/2019/2022 Administration Active Directory & Group Policy Management Citrix Virtual Apps & Desktops / VMware Horizon Azure Virtual Desktop (AVD) (Preferred) DNS, DHCP, TCP/IP Networking FSLogix Profile Management Remote Access Technologies & VPN PowerShell Scripting ServiceNow or any ITSM platform Windows Desktop Administration (Windows 10/11)
Other Requirements
Strong troubleshooting and analytical skills Excellent verbal and written communication Customer-focused mindset Ability to manage multiple priorities in a fast-paced environment Collaboration with cross-functional technical teams
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