Sr Administrator (Support & Operations)

About the role

The DSS Elevated RDS L2 Engineer is responsible for providing advanced Remote Desktop Support services to end users, handling complex technical incidents, escalations, and service requests that cannot be resolved by Level 1 support teams. The role requires strong technical troubleshooting skills, adherence to ITIL practices, proactive incident management, and a customer-centric approach to ensure high-quality end-user computing services.

What you'll do

• Technical Support & Escalation Management
• Provide Level 2 remote support for Windows, macOS, Office 365, Outlook, Teams, VPN, printing, and enterprise applications
• Act as the primary escalation point for complex incidents and requests from Service Desk and DSS L1 teams
• Diagnose and resolve hardware, software, network connectivity, and endpoint management issues
• Support VIP and Executive users with priority handling and enhanced customer service

What you need

• 4–7 yrs of experience
• Active Directory
• Troubleshooting
• ITIL
• Office 365
• Windows
• Intune
• B.Tech or B.E. or B.Sc or BCA

Good to have

• ServiceNow
• Azure
• PowerShell
• Root cause analysis
• SOP writing