Remote Desktop Support Service L3

About the role

This role is responsible for resolving issues escalated beyond Level 2 support, minimizing reliance on third-party vendors through deep technical expertise, and ensuring uninterrupted IT service delivery within a global Follow-the-Sun support model.

What you'll do

• Complex Incident Resolution & Remote IT Support
• Own and resolve highly complex incidents escalated from L2 support involving infrastructure, servers, networks, and business-critical applications
• Provide advanced remote and onsite (deskside) support requiring deep technical troubleshooting or physical intervention
• Perform systematic root cause analysis to eliminate recurring issues and improve service stability
• Manage and coordinate escalations with third-party vendors, hardware providers, and technology partners, ensuring timely resolution

What you need

• 4–6 yrs of experience
• ITIL
• Networking
• Active Directory
• Windows Server
• Troubleshooting
• Office 365
• B.Tech or B.E. or B.Sc or BCA

Good to have

• CCNA
• Azure
• Root cause analysis