The RDS (Remote Desktop Support) L2 Team is responsible for providing advanced technical support and incident resolution for end users across the enterprise IT environment. The team acts as the second level of support, handling escalated incidents from L1, performing detailed troubleshooting, coordinating with L3 and vendor teams, and ensuring timely resolution of service requests while maintaining a high level of customer satisfaction. The team utilizes remote support tools such as Bomgar/BeyondTrust to efficiently diagnose and resolve technical issues while minimizing business impact.
Key Responsibilities
Skill Requirements
Technical Skills Windows 10/11 Administration Remote Desktop Services (RDS) Support Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) Active Directory (AD) & Azure Active Directory (Entra ID) SCCM / Microsoft Endpoint Configuration Manager Microsoft Intune / Endpoint Manager Bomgar (BeyondTrust) Remote Support VPN Technologies and Remote Access Solutions Windows Server Basics Group Policy (GPO)
Management DNS, DHCP, TCP/IP, Wi-Fi, and Networking Fundamentals Virtual Desktop Infrastructure (VDI) Support PowerShell Scripting ServiceNow or Other ITSM Tools Security and Compliance Best Practices Soft Skills Robust troubleshooting and analytical skills Excellent verbal and written communication Customer-focused approach with strong stakeholder management Ability to prioritize and manage multiple incidents simultaneously Team collaboration and cross-functional coordination Documentation and knowledge-sharing skills Problem-solving and decision-making abilities Ability to work effectively in a fast-paced enterprise environment