Senior Administrator - Microsoft Windows, Microsoft Servers RDS, Touch Services

Experience: 3 to 5 years

Location: Madurai, India

Skills: remote support tools, LogMeIn, TeamViewer, SCCM remote, networking basics, DNS, DHCP, VPN, Wi-Fi, endpoint management tools, ITSM platforms, ITIL processes, analytical skills, problem-solving skills, customer-centric approach

Job Summary
The RDS – Enhanced Remote Support Engineer (L2) is part of an advanced remote support team that provides high-touch, hands-on remote assistance for end-user computing issues that require deeper technical expertise beyond standard Service Desk L2. This role acts as a virtual onsite engineer, delivering real-time remote troubleshooting, break-fix, and IMACD support using advanced remote tools and audio/video collaboration.

Key Responsibilities
Key Responsibilities
Advanced Remote Support (Core Role)
• Provide enhanced remote / virtual onsite support for complex end-user issues requiring deep technical intervention
• Handle L2-level incidents and service requests assigned from Service Desk or directly routed to RDS
• Perform real-time troubleshooting using remote desktop, admin access, and AV-enabled support tools
• Resolve issues related to hardware, OS, workplace services, and enterprise applications remotely
• Act as a single owner for tickets requiring extended diagnostics and hands-on remediation

Technical Scope (Typical RDS L2)
• End-user devices: laptops, desktops, peripherals, docking stations, printers
• Operating Systems: Windows 10 / 11 (primary), basic Mac support (if applicable)
• Workplace services:
User profiles, performance issues, OS corruption
VPN, Wi-Fi,



network connectivity troubleshooting
Email and collaboration tools (Outlook, Teams, O365)
Active Directory & endpoint actions (as per access rights):
Account remediation, device re-joins, policy refresh
IMACD activities performed remotely (Install, Move, Add, Change, Dispose – logical scope)

Incident, Request & Major Incident Support
• Support major incidents as a hands-on technical resource
• Coordinate with L3 / Field Support / Vendors when physical intervention is required
• Ensure detailed technical documentation before escalation

User Experience & Communication
• Deliver high-quality customer experience through proactive communication
• Explain technical issues and resolutions clearly to end users
• Provide support via voice, chat, video, and remote desktop sessions
• Maintain professionalism in global enterprise environments

Process & Knowledge Management
• Adhere to ITIL processes (Incident, Request, Change, Knowledge)
• Create and update knowledge articles for repeatable fixes and shift-left initiatives
• Identify problem patterns and contribute to problem management
• Support service improvement and automation initiatives

Skill Requirements
Required Skills & Qualifications
• Education & Experience




Any graduate degree (IT preferred)
3–5 years of experience in EUC / Desktop / Remote Support roles
Proven experience handling L2 remote troubleshooting independently

• Technical Skills
Solid expertise in Windows OS troubleshooting
Advanced knowledge of workplace and end-user computing environments
Experience with remote support tools (LogMeIn, TeamViewer, SCCM remote, or equivalent)
Good understanding of networking basics (DNS, DHCP, VPN, Wi-Fi)
Familiarity with endpoint management tools and ITSM platforms

• Soft Skills & Language
Excellent English communication skills (spoken and written)
Strong analytical and problem-solving mindset
Ability to handle critical issues and VIP users calmly
Customer-centric approach with ownership mindset

Working Conditions
• 24x7 rotational shifts based on engagement
• Weekend and holiday support as per roster
• Global remote support environment

Nice to Have
• ITIL v4 Foundation certification
• Experience as Virtual Onsite / Technical Islet / RDS Engineer
• Exposure to AV-enabled remote support and augmented reality tools
• Experience working with global enterprises and VIP support

Key Differentiator vs Service Desk L2
• Service Desk L2
• RDS (Enhanced Remote Support L2)
• Ticket-based troubleshooting
• Hands-on, real-time remote remediation
• Limited admin actions
• Advanced admin-level remote access
• Escalation-focused
• Resolution-focused, virtual onsite model

Other Requirements
Other Requirement :SL 21/22; ERS L2 / Enhanced Remote Support

📌 Senior Administrator Microsoft Windows, Microsoft Servers RDS, T (Madurai)
🏢 HCL Technologies
📍 Madurai