Mô tả công việc
Job Summary
We are seeking an experienced Remote Desktop Engineer with 5–6 years of experience in end‑user computing, remote desktop support, and enterprise IT operations. The ideal candidate will have strong hands‑on expertise in troubleshooting Windows desktops, laptops, virtual desktop environments, Microsoft 365 applications, VPN/connectivity issues, and endpoint‑related incidents across geographically distributed users. The role requires experience supporting global enterprise accounts, working with customers and technical teams across multiple regions and time zones, and managing incidents, service requests, and escalations in line with defined SLAs. The engineer will collaborate with Service Desk, Infrastructure, Network, Security, and application teams to diagnose and resolve complex end‑user issues while ensuring effective communication and a high‑quality customer experience. The candidate should possess strong troubleshooting, customer communication, documentation, and problem‑management skills, with the ability to independently handle critical issues and contribute to service improvements, knowledge management, and operational excellence.
Key Responsibilities
- Provide Level 2/Level 3 remote desktop support for end users across multiple geographic locations and time zones.
- Diagnose and resolve complex issues related to Windows 10/11, Microsoft 365 applications, laptops/desktops, peripherals, VPN, network connectivity, and user profiles.
- Support global enterprise accounts, ensuring timely resolution of incidents and service requests in accordance with agreed SLAs and OLAs.
- Troubleshoot and support VDI and virtual desktop environments, including technologies such as Citrix and Azure Virtual Desktop, where applicable.
- Manage user and device‑related activities using technologies such as Active Directory, Microsoft Entra ID, Microsoft Intune, and Microsoft Configuration Manager (SCCM).
- Perform software installation, configuration, upgrades, patch‑related troubleshooting, and application support for enterprise users.
- Troubleshoot Microsoft Outlook, Teams, OneDrive, Office applications, and other Microsoft 365 services from an end‑user support perspective.
- Handle escalated incidents from the Service Desk and perform root‑cause analysis for recurring or complex desktop issues.
- Coordinate with Network, Security, Server, Application, Service Desk, and other infrastructure teams to resolve cross‑functional incidents.
- Manage high‑priority and business‑critical incidents, providing clear and timely updates to relevant technical teams and stakeholders.
- Work effectively with global customers and stakeholders, maintaining professional communication during incidents, escalations, and service reviews.
- Monitor assigned incident and service‑request queues and ensure tickets are properly prioritized, documented, updated, and closed within agreed SLAs.
- Create and maintain knowledge articles, troubleshooting guides, standard operating procedures (SOPs), and technical documentation.
- Identify recurring technical issues and recommend automation, process improvements, and permanent fixes to reduce incident volumes and improve user experience.
- Support endpoint security requirements, including device compliance, antivirus/endpoint protection, encryption, access‑related issues, and security remediation, according to organizational processes.
- Participate in major incident management and collaborate with relevant teams to restore services quickly and minimize business impact.
- Provide guidance and technical support to junior engineers and Service Desk teams for complex desktop‑related issues.
- Assist with desktop migrations, operating‑system upgrades, application deployments, hardware refreshes, and other EUC transformation activities.
- Participate in operational reviews and provide inputs on SLA performance, recurring incidents, service quality, open escalations, and improvement initiatives.
- Follow ITIL‑based Incident, Request, Problem, Change, and Knowledge Management processes.
- Maintain strong customer focus and ensure a consistent support experience for users across global locations.
Skill Requirements
Strong troubleshooting skills in Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, VPN, hardware, software, and network connectivity. Hands‑on experience with Active Directory, Microsoft Entra ID, Microsoft Intune, SCCM/Configuration Manager, Citrix, and Azure Virtual Desktop. Good knowledge of remote desktop support, endpoint management, application installation, OS troubleshooting, patching, and device compliance. Experience with ITIL processes, including Incident, Service Request, Problem, Change, and Major Incident Management, with a strong understanding of SLA management. Strong customer service, communication, analytical, and problem‑solving skills, with experience supporting global customers across different regions and time zones. Ability to handle complex technical escalations, perform root‑cause analysis, coordinate with cross‑functional teams, and contribute to knowledge management and service improvements.
Other Requirements
NA
Yêu cầu kinh nghiệm
5-6 years experience in end-user computing and remote desktop support; strong troubleshooting in Windows 10/11, Microsoft 365, VPN, and VDI; experience with Active Directory, Intune, SCCM, Citrix, Azure Virtual Desktop; ITIL knowledge.