Sr Administrator (Support & Operations)

Experience: Not Available to Not Available years

Location: Noida, India

Skills: Remote Desktop Services (RDS), VDI, RDP protocols, Windows OS, macOS, MS Office, O365, Microsoft Intune, SCCM, JAMF, MDM solutions, VPN, firewall rules, bandwidth issues, ITSM tools, ServiceNow, ITIL practices, analytical skills, problem-solving, customer-first mindset, documentation discipline

Job Summary
The RDS L2 Agent provides advanced (Level‑2) technical support for Remote Desktop Services (RDS), VDI, VPN, and end‑user computing environments. The role focuses on handling escalations from L1, performing in‑depth troubleshooting, ensuring service stability, and adhering to ITIL‑based service management processes.

Key Responsibilities
• Handle L2 escalations related to RDS, VDI, VPN, application, and network connectivity issues
• Perform advanced troubleshooting on Windows/macOS systems, including BIOS‑level issues, system re‑imaging, and IMAC activities.
• Support user onboarding/offboarding, account setup, device provisioning, and access issues.
• Work on endpoint management and device compliance using tools such as Intune, SCCM, JAMF, and MDM platforms.
• Diagnose and resolve issues related to RDP, Citrix, VPNs, firewalls, bandwidth, and network latency.
• Follow ITIL processes for Incident, Problem, and Request Management,



including proper ticket documentation and SLA adherence.
• Perform root cause analysis (RCA) and support problem management initiatives where required.
• Ensure explicit shift handovers and effective coordination across global teams (APAC/EMEA/Americas if applicable).
• Maintain and update knowledge base articles and standard operating procedures (SOPs).

Skill Requirements
• Strong hands‑on experience with Remote Desktop Services (RDS), VDI, and RDP protocols.
• Proficiency in Windows OS, exposure to macOS, and strong working knowledge of MS Office / O365.
• Experience with endpoint & device management tools:
Microsoft Intune
SCCM
JAMF
MDM solutions
• Solid understanding of network troubleshooting (VPN, firewall rules, bandwidth issues).
• Familiarity with ITSM tools (e.g., ServiceNow or equivalent) and ITIL practices.

Other Requirements
• Excellent verbal and written communication skills in English.
• Solid analytical and problem‑solving abilities with a customer‑first mindset.
• Ability to work in shift‑based and high‑pressure environments.
• Detail‑oriented with strong documentation discipline.
• Works closely with L1 Service Desk, Infrastructure teams, Network teams, and Service Management.
• Escalates unresolved issues to L3 / Engineering teams with complete diagnostic data.

📌 Sr Administrator (Support & Operations) (Noida)
🏢 HCL Technologies
📍 Noida