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# SeniorEngineer - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

- **Company:** HCL Technologies
- **Location:** Northbrook, IL, United States
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Microsoft Servers, Windows Servers, Remote Desktop Services, Requirements Management, Call Tracing
- **Published:** November 7, 2026
- **Apply:** https://www.careerbuilder.com/job-details/seniorengineer-miscrosoft-windows-microsoft-servers-rds-touch-services-northbrook-il--091a6b54-48fd-4ba1-91c7-bb2131298798

## About the Role

Microsoft Windows Server, Testing, Outsourcing, Documentation Review, Automation, Maintain Compliance, Requirements Management, Knowledge Transfer, Competitive Analysis/Strategy, Desktop Administration, to permanently solve problems. \ * Projects: perform effectively as project team member as required for help desk projects and internal assignments. \ * Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities. Knowledge, skills & experience* Education - any formal background will be considered, IT background preferred.* Analytical and systematic problem solving skills required.\ * Good English written and communicational fluency expected.* The following will be considered an advantage:* Help desk, customer service, and support experience with problem solving involving hardware, software, and networks* Phone support experience.* Technical helpdesk or technical call center experience.* Candidates without support experience can also apply., Education - any formal background will be considered, IT background preferred. * Analytical and systematic problem solving skills required. * Good English written and communicational fluency expected. * The following will be considered an advantage: * Help desk, customer service, and support experience with problem solving involving hardware, software, and networks. * Phone support experience. * Technical helpdesk or technical call center experience. * Candidates without support experience can also apply. * Technical & customer specific training will be provided. * English - fluent. * Fluency in respective language as required by the position. * Work may be designated for any shift time (24/7 support) so night time and holiday availability may be required.

## Description

RDS (Remote Desktop Support)- English JD--Helpdesk Specialist - RDS (Remote Desktop Support)- English\\ Job Description\\ * Providing expert input to the service requirements definition process, writing and/or reviewing documentation describing Level 1, 2 and 3 Services; creating detailed run books. \\ * Performs comprehensive knowledge transfer with incumbent service provider and clearly documents all learnings and findings.\\ * Ensure customer service goals are met.\\ * Communicate comfortably and effectively with customers and management\\ * Demonstrable Subject Matter Expert on Service Desk \\ * Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management;\\ * Expert knowledge of the service management and reporting obligations placed on an outsourced Service Desk, including application of standardized terminology and metrics;\\ * Familiarity with Service Management Tool suites and other technologies used in the
Service Desk environment, and their appropriate adoption by client and supply-side agencies;\\ * Deep understanding of the interfaces between remote and on-site first line contact and second and third line resolver groups;\\ * Experience of implementing or operating a unified Service Desk in a multi-supplier environment;\\ * Good/expert knowledge of typical user support workflows and an understanding of the capacity and management of the same;\\ * Excellent communication (verbal, written, listening) and influencing skills.\\ * Provide hardware / software / network problem diagnosis / resolution via telephone for customer's end users\\ * Route problems to internal I.M. support staff\\ * Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution\\ * Administer and provide User Access and Exit controls\\ * Use the Call Tracking System to document and manage problems and work requests and their respective
resolutions and circumvention\\s\\ * Ensure adherence to the published compliance frame work. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the close\\ * To keep self-abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices * To prepare business requirement documents for automation/enhancement of the processes, lead pilot and testing efforts of a process rollout including preparation of training material and ensure that customer queries on a new process are responded to.\\ Principal Accountabilities* Designated above plus:* Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork. * Work closely with I.M. support staff to obtain technical knowledge and, Designated above plus: * Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork. * Work closely with I.M. support staff to obtain technical knowledge and to permanently solve problems. * Projects: perform effectively as project team member as required for help desk projects and internal assignments. * Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities., Route problems to internal I.M. support staff * Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution * Administer and provide User Access and Exit controls * Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention\s * Ensure adherence to the published compliance frame work. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the close * To keep self-abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices