Lucknow, Uttar Pradesh
Job Summary
RDS (Remote/Desktop Support) L2 Engineer provides advanced technical support for end-user computing environments, resolving complex incidents escalated from L1 teams. The role is responsible for troubleshooting desktop, laptop, operating system, application, mobility, collaboration, and access-related issues while ensuring service availability, SLA compliance, and an improved user experience. L2 engineers also perform root cause analysis, support infrastructure changes, and collaborate with L3 teams and vendors for issue resolution
Key Responsibilities
Handle escalated incidents and service requests from L1 support teams. Troubleshoot complex issues related to Windows, Microsoft 365, Active Directory, Intune, SCCM, VPN, Citrix, and endpoint management tools. Perform advanced diagnosis through log analysis, system monitoring, and root cause investigation. Manage user account administration, access management, policy configurations, and endpoint support. Support software deployments, patch management, upgrades, and change implementations. Coordinate with L3 teams, infrastructure teams, and vendors for major incidents and problem resolution. Maintain technical documentation, knowledge articles, and standard operating procedures. Ensure adherence to ITIL Incident, Change, Problem, and Request Management processes. Participate in on-call and rotational support activities as required.
Skill Requirements
Strong knowledge of Windows OS, Microsoft 365, Active Directory, Intune, SCCM, Citrix, VPN, and endpoint management technologies. Experience with ServiceNow or similar ITSM platforms. Advanced troubleshooting and analytical skills. Knowledge of scripting/automation is desirable. Excellent communication, stakeholder management, and documentation skills.
Other Requirements
Typically 3–7 years of experience in Desktop Support, End User Computing (EUC), Workplace Services, or Remote Desktop Support environments.
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