Job Description

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.

Skill Requirements

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Other Requirements

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