Administrator (Support & Operations)

Lucknow, Uttar Pradesh

Job Summary

Service Desk \- RDS \- L2/Lead

Key Responsibilities

• *Technical Escalation \& Resolution:** Troubleshoot and resolve complex Level 2 incidents related to Windows Server, Remote Desktop Services, virtual desktop infrastructure (VDI), and remote access/VPN. Team Leadership \& Mentorship: Lead a team of IT support specialists, manage work queues, and provide technical coaching on issues that exceed Level 1 capabilities. Service Delivery \& SLAs: Monitor team performance to ensure Service Desk metrics (e.g., Average Handle Time, First Call Resolution, and SLA compliance) are strictly met. Incident \& Problem Management: Manage the escalation path, coordinate with L3/backend engineering teams, and perform root\-cause analysis on recurring incidents.

Skill Requirements

Advanced understanding of Microsoft Remote Desktop Services (RDS), Windows Servers, Active Directory, Office 365, VPN, and endpoint hardware.

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