Lucknow, Uttar Pradesh
Job Summary
Administrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services
Remote Desktop Specialist is responsible for providing remote technical support to end users for desktops, laptops, operating systems, applications, network connectivity, VPN, printers, peripherals, and collaboration tools. The role focuses on timely incident resolution, customer satisfaction, accurate ticket documentation, and effective escalation of complex technical issues.
Key Responsibilities
- Provide first-level and second-level remote desktop support through phone, email, chat, and ticketing channels. • Diagnose and resolve hardware, software, operating system, browser, VPN, network connectivity, printer, and peripheral issues. • Use approved remote access tools to troubleshoot desktops, laptops, user profiles, applications, and system settings. • Perform password resets, account unlocks, access verification, and basic identity and multi-factor authentication support. • Install, configure, update, and remove approved software and productivity tools as per organizational standards. • Document incidents, service requests, troubleshooting steps, resolutions, and escalation notes accurately in the ITSM tool. • Follow defined SLA, priority, escalation, and communication procedures for all support tickets. • Escalate unresolved or complex issues to network, security, systems, application, or endpoint engineering teams. • Support endpoint security activities including antivirus checks, patch compliance, device health checks, and policy adherence. • Assist with onboarding and offboarding activities, including device readiness, user access, and application setup. • Maintain knowledge base articles, standard operating procedures, and repeat-issue resolution guidance. • Deliver a professional customer experience by communicating clearly with both technical and non-technical users.
Skill Requirements
- Strong troubleshooting experience with Windows 10/11, Microsoft 365 applications, Outlook, Teams, browsers, VPN clients, printers, and endpoint peripherals. • Working knowledge of Active Directory, Azure AD/Entra ID basics, user account management, password resets, group membership, MFA, and access validation. • Experience using remote support tools such as Remote Desktop, Quick Assist, Bomgar, TeamViewer, SCCM/Intune Remote Help, or similar enterprise tools. • Good understanding of networking basics including TCP/IP, DNS, DHCP, Wi-Fi, LAN/WAN connectivity, proxy settings, and VPN troubleshooting. • Hands-on exposure to ITSM tools such as ServiceNow, Remedy, Jira Service Management, or equivalent ticketing platforms. • Knowledge of endpoint security, antivirus, encryption, patch compliance, asset inventory, and device health monitoring practices. • Ability to follow SOPs, knowledge articles, incident management, request fulfillment, escalation, and change control processes.
#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-
