Level 2 Service Desk and Remote Desktop Support handles complex technical issues escalated from Level 1, utilizing advanced remote tools and deep system knowledge to resolve incidents.
Key Responsibilities
- Advanced Troubleshooting: Diagnose and fix complex software, hardware, application, and network connectivity problems that bypass Level 1.
- Remote Management: Use remote desktop tools (RDP, Remote Assistance, or platform clients) to access and repair remote user systems.
- Identity and Access Management: Perform advanced Active Directory tasks, such as group policy adjustments, account management, and permission configurations.
- Escalation Management: Triage tickets, follow incident lifecycles, and escalate unresolved blockages to Level 3 infrastructure or engineering teams.
Skill Requirements
- Technical Knowledge: Strong command of Windows.
- Experience: Generally requires 2 to 4 years of background in IT support, help desk, or service desk roles.
- Communication Skills: Transparent communication, calm problem-solving under pressure, and adherence to Service Level Agreements.
Other Requirements
- NA
📌 Sr Administrator (Support & Operations) (India)
🏢 HCL Technologies
📍 India
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.