Noida, Uttar Pradesh
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.
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