Sr Administrator (Tools & Automation)

Job Summary

To offer advanced technical support , troubleshooting and doing root cause analysis to ensure positive customer feedback.

The Remote Desktop Support L2 Engineer (Enterprise) ensures seamless IT operations across large-scale corporate environments by providing advanced remote support for desktops, applications, and enterprise systems. This role is critical in maintaining business continuity, enforcing IT policies, and supporting thousands of end-users across multiple locations.

Key Responsibilities

1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.

Escalation handling: Resolve complex issues escalated from L1 support, ensuring adherence to enterprise SLAs. Enterprise system support: Troubleshoot issues related to enterprise applications (collaboration tools like MS Teams/Share Point). Active Directory management: Administer user accounts, organizational units, and group policies across large-scale domains. Remote troubleshooting: Diagnose and resolve OS, hardware, and network issues for distributed corporate users. Compliance enforcement: Ensure IT policies, data security, and compliance standards are upheld. Collaboration with IT teams: Work closely with server, network, and application teams to resolve cross-functional issues. Knowledge base contribution: Document enterprise-specific troubleshooting guides and SOPs for recurring issues.
4. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
5. To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.

Skill Requirements

Enterprise OS expertise: Advanced knowledge of Windows 10/11 Enterprise, macOS, and Citrix environments. Networking fundamentals: Strong grasp of enterprise VPNs, VLANs, DNS, DHCP, and firewall rules. Remote support tools: Experience with Microsoft Endpoint Manager (Intune), SCCM, and enterprise-grade remote desktop solutions. Ticketing systems: Proficiency in Service Now, Remedy, or Jira for incident and change management. Soft skills: Strong communication, stakeholder management, and ability to handle high-pressure escalations.

Other Requirements

Experience: 3–5 years in enterprise IT support, with exposure to large-scale environments (5,000+ users). Shift flexibility: Willingness to work in global support models (24x7, follow-the-sun). Security awareness: Familiarity with enterprise endpoint protection, DLP, and compliance frameworks. Customer orientation: Ability to support executives and VIP users with priority handling.