Analyst (Support & Operations)

About the role

RDS (Remote/Desktop Support) L2 Engineer provides advanced technical support for end-user computing environments, resolving complex incidents escalated from L1 teams. The role is responsible for troubleshooting desktop, laptop, operating system, application, mobility, collaboration, and access-related issues while ensuring service availability, SLA compliance, and an improved user experience.

What you'll do

• Handle escalated incidents and service requests from L1 support teams
• Troubleshoot complex issues related to Windows, Microsoft 365, Active Directory, Intune, SCCM, VPN, Citrix, and endpoint management tools
• Perform advanced diagnosis through log analysis, system monitoring, and root cause investigation
• Manage user account administration, access management, policy configurations, and endpoint support
• Support software deployments, patch management, upgrades, and change implementations

What you need

• 3–7 yrs of experience
• Office 365
• Active Directory
• Documentation
• Intune
• ServiceNow
• SOP writing
• Any graduate

Good to have

• ITIL
• Root cause analysis