Position Summary The Technical Support Specialist (L2) – Product IT will provide advanced support for remote desktop services, server and virtualization environments, cybersecurity solutions, and related IT infrastructure. This role involves troubleshooting complex issues escalated from Level 1 support, ensuring system stability, security, and performance across various platforms and applications.

Key Responsibilities
• Troubleshoot and resolve complex issues related to remote desktop connectivity, performance, and functionality (L2 support for RDS).
• Handle escalations from L1 support requiring deeper technical expertise.
• Assist with user account setup, configuration, and access management for remote desktop environments.
• Regularly review security logs and respond to potential security incidents.
• Perform server installations, virtual machine (VM) installations, and manage domain infrastructure.
• Configure and maintain IT products including: o Infinity (Standard / Plus / Cube) o Infinity Virtualization (VM) o Infinity Spectrum Service o Infinity Data PIN creation from Hub o Infinity VoIP Phones o Angel (Cybersecurity)



o Marpoint Firewall
• Manage firewalls such as Netgear, Cisco Basic, MikroTik (Hex Lite, RB (phone hidden)), FutureKonnect, and HAMS.
• Oversee file replication processes using GTReplication.
• Deploy and monitor antivirus and endpoint security solutions: GT Sentinel, PortIT, Vanirlite AV, Datto EDR, CrowdStrike (incident ticket management). Key Skills & Competencies
• Robust expertise in Remote Desktop Services (RDS) troubleshooting (Level 2 support).
• Hands-on experience in server/VM installation and domain infrastructure management.
• Knowledge of firewall configuration and management (Netgear, Cisco, MikroTik, Marpoint, FutureKonnect).
• Experience in cybersecurity monitoring and incident response.
• Familiarity with file replication systems and antivirus/EDR solutions.
• Analytical problem-solving skills with the ability to resolve escalated technical issues.
• Strong communication and documentation skills to interact with cross-functional teams.

📌 Product IT (India)
🏢 Station Satcom
📍 India