Noida, Uttar Pradesh
Job Summary
The RDS (Remote Desktop Support) L2 Team is responsible for providing advanced technical support and incident resolution for end users across the enterprise IT environment. The team acts as the second level of support, handling escalated incidents from L1, performing detailed troubleshooting, coordinating with L3 and vendor teams, and ensuring timely resolution of service requests while maintaining a high level of customer satisfaction. The team utilizes remote support tools such as Bomgar/BeyondTrust to efficiently diagnose and resolve technical issues while minimizing business impact.
Key Responsibilities
Provide L2 technical support for Windows 10/11, Microsoft 365 applications, Outlook, Teams, OneDrive, SharePoint, VPN, and enterprise applications. Support Remote Desktop Services (RDS) and virtual desktop environments by ensuring secure and reliable remote access. Troubleshoot Remote Desktop connectivity, performance, authentication, and session-related issues. Resolve end-user issues using Bomgar/BeyondTrust remote support sessions for real-time troubleshooting and issue resolution. Perform advanced troubleshooting of hardware, software, operating systems, network connectivity, and application-related issues. Manage Active Directory and Azure AD user accounts, permissions, and access requests. Support endpoint management activities using SCCM, Intune, and other device management tools. Assist users with software installations, application configurations, upgrades, and patch deployments. Analyze recurring incidents, perform root cause analysis, and implement permanent solutions to prevent reoccurrence. Coordinate with L3 teams, infrastructure teams, security teams, and vendors for complex issues. Monitor ticket queues, prioritize incidents based on impact and urgency, and ensure SLA compliance. Support onboarding and offboarding activities, including device setup, application provisioning, and access management. Adhere to ITIL processes for Incident, Problem, Change, and Request Management. Ensure compliance with organizational security policies and industry best practices.
Skill Requirements
Technical Skills Windows 10/11 Administration Remote Desktop Services (RDS) Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) Active Directory (AD) & Azure Active Directory (Entra ID) SCCM / Microsoft Endpoint Configuration Manager Microsoft Intune / Endpoint Manager Bomgar (BeyondTrust) Remote Support VPN Technologies and Remote Access Solutions Windows Server Basics Group Policy (GPO) Management DNS, DHCP, TCP/IP, Wi-Fi, and Networking Fundamentals Virtual Desktop Infrastructure (VDI) Support PowerShell Scripting ServiceNow or Other ITSM Tools Security and Compliance Best Practices Soft Skills Strong troubleshooting and analytical skills Excellent verbal and written communication Customer-focused approach with strong stakeholder management Ability to prioritize and manage multiple incidents simultaneously Team collaboration and cross-functional coordination Documentation and knowledge-sharing skills Problem-solving and decision-making abilities Ability to work effectively in a fast-paced enterprise environment
Other Requirements
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