Administrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

Experience: Not Available to Not Available years

Location: Gurugram, India

Skills: Remote Desktop Services (RDS), VDI, Active Directory, Group Policy, M365, Office 365 support, VPN, Citrix Virtual Apps, VMware Horizon, Microsoft AVD, Windows 365, MS Office, M365 Apps, Outlook, Teams, OneDrive, VPN and secure remote access tools, Azure AD, Entra ID, Intune, PowerShell scripting, SCCM, MECM, imaging tools, ServiceNow, Remedy, Jira Service Management

Job Summary
The Senior Desktop / Remote Desktop Support Engineer is responsible for delivering high‑quality end‑user support across on‑site and remote environments. The role ensures seamless operation of desktops, laptops, VDI/RDS platforms, collaboration tools, and end‑user applications, while meeting SLA commitments and ensuring high customer satisfaction.
This role requires strong technical expertise, excellent communication skills, and the ability to independently handle complex end‑user issues.

Key Responsibilities
Desktop & End‑User Support
• Provide Level 2 / Level 3 support for desktops, laptops, and end‑user devices.
• Troubleshoot hardware, OS, application, and peripheral issues remotely and on‑site.
• Support Windows 10 / Windows 11 and macOS environments.
• Handle complex technical issues escalated from Service Desk (L1).

Remote Desktop / VDI Support
• Support Remote Desktop Services (RDS), VDI, and virtual workspace environments.
• Troubleshoot issues related to:
• Citrix Virtual Apps & Desktops
• VMware Horizon
• Microsoft AVD / Windows 365
• Resolve performance, login, profile, and session issues.
• Coordinate with server, network, and identity teams for remote access problems.

OS, Tools & Application Support
• Install, configure, and support:
• MS Office / M365 Apps
• Outlook, Teams, OneDrive
• VPN and secure remote access tools.
• Perform OS deployments, upgrades, patching,



and driver updates.
• Support printing, scanners, smart cards, and USB devices.

Identity, Access & Security
• Troubleshoot Active Directory issues:
• User accounts, group memberships, password resets
• GPO-related issues
• Support Azure AD / Entra ID and Intune-based device management.
• Ensure endpoint security compliance (antivirus, encryption, USB controls).
• Follow IT security and data protection standards.

Incident, Request & Asset Management
• Manage incidents and service requests using ITSM tools such as:
• ServiceNow (preferred)
• Remedy, Jira Service Management
• Ensure adherence to SLA / OLA targets.
• Maintain accurate documentation and knowledge articles.
• Support asset lifecycle management and inventory updates.

Customer Interaction & Escalation Handling
• Communicate clearly and professionally with end users and stakeholders.
• Handle customer escalations and VIP user support when required.
• Provide timely status updates and resolution communication.

Core Skills
• Windows 10 / 11 troubleshooting
• Remote Desktop Services (RDS) / VDI
• Active Directory & Group Policy
• M365 / Office 365 support
• VPN and remote access troubleshooting

Preferred / Good‑to‑Have Skills
• Citrix / VMware Horizon administration (support level)
• Azure Virtual Desktop (AVD) / Windows 365
• Intune / Endpoint Manager
• PowerShell scripting (basic to intermediate)
• SCCM / MECM / imaging tools

Other Requirements
• Bachelor’s degree in IT, Computer Science, or related field (preferred)
• Relevant certifications (good to have):
• Microsoft (Modern Desktop / Endpoint)
• ITIL Foundation
• Citrix / VMware certifications
• Solid problem‑solving and analytical skills
• Ability to work independently in a remote support model
• Excellent verbal and written communication
• Customer‑focused and service‑oriented mindset
• Ability to work in 24x7 / shift-based environments if required

📌 Administrator Miscrosoft Windows,Microsoft Servers RDS,Touch Ser (Gurugram)
🏢 HCL Technologies
📍 Gurugram