Senior Analyst - English, French, Microsoft Windows

Experience: 3 to 5 years

Location: Madurai, India

Skills: remote support tools, LogMeIn, TeamViewer, SCCM remote, networking basics, DNS, DHCP, VPN, Wi-Fi, Active Directory, ITIL processes, customer experience, analytical skills, problem-solving, ITSM platforms

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
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
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
Strong 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 setting

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

Other Requirements
Other Requirement :Queue Manager ( Part of SD SL23), English Only

📌 Senior Analyst English, French, Microsoft Windows (Madurai)
🏢 HCL Technologies
📍 Madurai