SeniorEngineer - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

Job Summary

The L2 Remote Desktop Support Engineer is responsible for providing advanced technical support to end users in a 24x7 operational environment. The role focuses on resolving incidents and service requests, ensuring seamless IT service delivery, and maintaining high user satisfaction. Designation\\r\\nL2 RDS (Remote Desktop Support) Engineer\\r\\n \\r\\n Role Overview\\r\\n The L2 Remote Desktop Support Engineer is responsible for providing advanced technical support to end users in a 24x7 operational environment. The role focuses on resolving incidents and service requests, ensuring seamless IT service delivery, and maintaining high user satisfaction.\\r\\n \\r\\n Roles & Responsibilities\\r\\n Manage and resolve incidents and service requests logged in Service Now (SNOW) within defined SLAs.\\r\\n Continuously monitor the incident/request queue in a 24x7 support environment.\\r\\n Provide remote technical support to Merck end users for hardware and software-related issues.\\r\\n Use remote support tools such as Bomgar (Beyond Trust) or Microsoft Teams to troubleshoot and resolve issues.\\r\\n Perform detailed troubleshooting, root cause analysis, and ensure permanent fixes where applicable.\\r\\n Maintain proper documentation of tickets, resolutions, and knowledge articles.\\r\\n Collaborate with L1 teams and escalate complex issues to L3 or relevant support groups when required.\\r\\n Ensure adherence to ITIL processes, including incident, request, and problem management.\\r\\n Deliver high-quality customer service and maintain strong communication with end users.\\r\\n \\r\\n \\r\\n \\r\\n \\r\\n Required Skill Sets\\r\\n Microsoft Office 365 – configuration, installation, and troubleshooting\\r\\n Microsoft Edge – browser troubleshooting and issue resolution\\r\\n Adobe Applications (Acrobat & Creative Cloud) – installation, configuration, and troubleshooting\\r\\n Adobe E-Sign / Digital Signature – setup and troubleshooting\\r\\n Windows Operating Systems – in-depth troubleshooting (Windows 10/11)\\r\\n Printer Support – configuration, installation, and troubleshooting (local & network printers)\\r\\n Strong remote troubleshooting skills using Bomgar or MS Teams\\r\\n Good understanding of ticketing tools (Service Now preferred)\\r\\n Excellent problem-solving and communication skills\\r\\n \\r\\n Optional / Good-to-Have Skills\\r\\n Knowledge of Mac OS troubleshooting\\r\\n Experience with Batch Print processes\\r\\n Familiarity with Right Fax & VPSX tools\\r\\n Exposure to enterprise IT environments and global support models\\r\\n \\r\\n Preferred Qualifications\\r\\n Bachelor’s degree in IT, Computer Science, or related field\\r\\n Relevant certifications (e.g., ITIL Foundation, Microsoft certifications) are an added advantage\\r\\n \\r\\n Key Competencies\\r\\n Strong analytical and troubleshooting ability\\r\\n Customer-centric approach\\r\\n Ability to work in rotational shifts (24x7 environment)\\r\\n Team collaboration and ownership mindset Manage and resolve incidents and service requests logged in Service Now (SNOW) within defined SLAs. Continuously monitor the incident/request queue in a 24x7 support environment. Provide remote technical support to Merck end users for hardware and software-related issues. Use remote support tools such as Bomgar (Beyond Trust) or Microsoft Teams to troubleshoot and resolve issues. Perform detailed troubleshooting, root cause analysis, and ensure permanent fixes where applicable. Maintain proper documentation of tickets, resolutions, and knowledge articles. Collaborate with L1 teams and escalate complex issues to L3 or relevant support groups when required. Ensure adherence to ITIL processes, including incident, request, and problem management. Deliver

Key Responsibilities

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Skill Requirements

Microsoft Office 365 – configuration, installation, and troubleshooting Microsoft Edge – browser troubleshooting and issue resolution Adobe Applications (Acrobat & Creative Cloud) – installation, configuration, and troubleshooting Adobe E-Sign / Digital Signature – setup and troubleshooting Windows Operating Systems – in-depth troubleshooting (Windows 10/11) Printer Support – configuration, installation, and troubleshooting (local & network printers) Strong remote troubleshooting skills using Bomgar or MS Teams Good understanding of ticketing tools (Service Now preferred) Excellent problem-solving and communication skills

Other Requirements

Knowledge of Mac OS troubleshooting Experience with Batch Print processes Familiarity with Right Fax & VPSX tools Exposure to enterprise IT environments and global support models