Engineer - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

Job Summary

Provide remote technical support to global enterprise users for desktops, laptops, operating systems, applications, identity, connectivity and endpoint-management issues. Resolve incidents and service requests efficiently while maintaining professional communication, accurate documentation, SLA compliance and end-to-end ticket ownership. Ideal Candidate: A hands-on, customer-focused EUC professional who communicates confidently with global users, resolves endpoint issues remotely and owns each case until service is restored

Key Responsibilities

Remote technical support: Diagnose and resolve desktop, laptop, peripheral, Windows 10/11, Microsoft 365, browser, VPN, connectivity and standard application issues.

• Endpoint administration: Support device enrollment, compliance checks, software deployment, remote actions and application management through Microsoft Intune or equivalent tools.
• Identity and access: Perform approved Active Directory and Microsoft Entra ID activities including password reset, account unlock, access updates and security-group administration.
• Remote assistance: Connect through approved tools such as BeyondTrust/Bomgar, guide users clearly and restore service with minimal disruption.
• Ticket ownership: Record diagnostics and resolution steps in the ITSM tool, provide user updates, meet SLAs and escalate correctly when required.
• Device lifecycle: Assist with Windows upgrades, application migration, device refresh, user-data transfer, provisioning, onboarding and offboarding.
• Knowledge and compliance: Follow SOPs and security controls, improve knowledge articles and identify recurring issues or automation opportunities.
• Work in business-hour or rotational-shift coverage based on customer and operational requirements.
• Provide planned after-hours or weekend support for migrations, releases, maintenance and critical incidents when rostered.
• Complete structured shift handovers and remain flexible during high-volume or business-critical events

Skill Requirements

Desktop technologies: Strong troubleshooting knowledge of Windows 10/11, hardware, drivers, printers, Microsoft 365 and enterprise applications.

• Modern workplace: Working knowledge of Microsoft Intune, endpoint compliance, application deployment, Entra ID/Azure AD and Azure Virtual Desktop or Windows 365 concepts.
• Infrastructure basics: Understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN, remote connectivity, security controls and Active Directory.
• Tools and process: Experience with ServiceNow or another ITSM platform, remote-support tools, incident management and service-request fulfilment.
• Communication: Very good spoken and written English, active listening, customer empathy and confidence supporting global users.
• Execution: Strong analytical troubleshooting, prioritization, documentation, ownership and collaboration skills.

Other Requirements

SLA, quality, security, schedule and documentation compliance.

• High remote-resolution rate, customer satisfaction and timely closure.
• Accurate diagnosis, correct escalation, low rework and effective backlog control.