We are seeking a skilled Remote Desktop Support Engineer to provide end-user support across global locations on the Windows platform. The role involves troubleshooting, incident resolution, and ensuring a seamless user experience through remote support tools while adhering to defined SLAs.
Provide remote L1/L2 technical support for end-user computing (EUC) issues across global regions • Troubleshoot Windows OS (Windows 10/11) related issues including performance, login, and system errors • Handle incident, service requests, and problem tickets through ITSM tools (e.g., ServiceNow) • Troubleshooting HW issues (No Boot, No Post, No Video, BSOD) Identify points of failures on desktops and Laptops. • Support hardware and software issues (desktops, laptops, peripherals) via remote tools. • Provide support for enterprise applications (O365, Teams, Outlook, OneDrive) • Perform remote device configuration, patching, and software installations using tools like Intune/SCCM • Coordinate with L2/L3 teams and third-party vendors for escalations • Ensure adherence to SLAs, KPIs, and customer satisfaction metrics • Maintain proper documentation, knowledge articles, and ticket updates • Troubleshooting browser issues, VPN clients, Internet issues (Wired & Wireless), Outlook issues, other OS related troubleshooting • Printer, shared drive mapping. • Proficiency in Windows Operating Systems • VPN Connectivity and TCP/IP LAN networks • Demonstrated knowledge and ability to remotely manage client systems
Strong knowledge of Windows 10/11 OS troubleshooting • Experience with Microsoft Office 365 suite (Outlook, Teams, SharePoint, OneDrive) • Microsoft Intune / Endpoint Manager • Understanding of: o TCP/IP, DNS, DHCP o VPN troubleshooting o Basic network diagnostics tools • Experience with ServiceNow or equivalent ITSM tool • Remote support tools (RDP, Quick Assist, AnyDesk, etc.)
Knowledge of device compliance and security policies • Familiarity with Zscaler / VPN clients / Zero Trust models • Strong communication skills (English mandatory) • Ability to support global customers across time zones (24x7 shift readiness if required) • Customer-focused mindset with strong problem-solving skills • Ability to handle high-volume ticket environments • Good documentation and reporting discipline
HCLTech is a global technology company, home to more than 226,600 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.
