Remote Access Technology Support Lead

Other Jobs To Apply

About the position

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services. As a Remote Access Technology Support Lead in the Corporate Sector- Employee Platforms, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services. You will own the service health of the platforms that let a global workforce connect securely to virtual desktops and applications from anywhere.

Responsibilities

  • Own technical support and service health for global remote access and virtual desktop services, including incident command, triage, and restoration for high-severity events affecting workforce connectivity
  • Run problem management end to end, driving root cause to permanent fix, retiring repeat incidents, and maintaining the known-error and runbook content relied on by global service desks and regional operations teams
  • Serve as the senior technical escalation point with platform vendors and with identity, network, security engineering, and data center operations partners, holding defect resolution and vulnerability remediation to committed windows
  • Define the monitoring, session telemetry, and user-experience measurement needed to detect launch failures, latency, and session quality degradation ahead of user impact, and publish service health and trend reporting to technology and business leadership
  • Govern operational readiness for platform change, including certificate and firmware lifecycle, software upgrades, and capacity events, with defined entry criteria, rollback, and post-change validation
  • Lead team adoption of enterprise-authorized AI capabilities within the work environment to improve incident triage speed and consistency (e.g., synthesizing operational signals into prioritized actions), with human-in-the-loop validation and appropriate handling of sensitive data
  • Apply reuse-first, AI-assisted practices across incident/problem/change routines to identify recurring interruption patterns and validate remediation actions aligned to resiliency and security expectations

Requirements

  • 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
  • Demonstrated experience in enterprise infrastructure support or service operations for remote access, virtual desktop, or network platforms at global scale in a regulated environment
  • Deep hands-on troubleshooting across the full access path, including gateways and load balancers, authentication and federation, session brokers, virtual desktop agents, and client software on managed and unmanaged devices
  • Strong working knowledge of application delivery controllers and access gateways, such as Citrix NetScaler and Omnissa UAG (Horizon), covering virtual server configuration, SSL and TLS profiles, authentication policy, and session settings
  • Hands-on support experience with enterprise virtual desktop platforms, such as Citrix and Omnissa Horizon, including brokers, connection servers, pods, and session delivery protocols
  • Demonstrated ownership of major incident and problem management in a 24x7 follow-the-sun model, with evidence of measurable reduction in incident volume or time to restore
  • Experience in Cloudflare or Akamai
  • Proficiency with scripting and automation in PowerShell, Python, or equivalent, and with log, trace, and telemetry analysis tooling
  • Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production operations workflows with strong validation habits and awareness of data sensitivity
  • Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and ensuring outcomes align to operational, security, and auditability expectations

Nice-to-haves

  • Familiarity with SAML federation, multi-factor authentication, and device posture enforcement in the sign-in path
  • Experience supporting a diverse endpoint population, including thin clients, Windows, macOS, mobile, and browser-based access
  • Experience with zero-trust access services or cloud-delivered security gateways fronting internally hosted applications
  • Experience using synthetic transaction monitoring and end-user experience platforms to drive service improvement

Benefits

  • comprehensive health care coverage
  • on-site health and wellness centers
  • a retirement savings plan
  • backup childcare
  • tuition reimbursement
  • mental health support
  • financial coaching
Back to blog

Other Jobs To Apply

Part-Time Job at Amazon:Fulfillment Center Logistics Associate

Tier 2 Help Desk Specialist – Part-Time, Weekend

Service Desk Analyst 3rd Shift

Emergency Radiologist-- Late Afternoon/ Evening Shift - 100% REMOTE

Experienced Junior Data Entry Clerk – Full-Time reputed company for Detail-Oriented Individuals with Excellent Organizational Skills

Weekend CNA Jobs for Nursing Students

Urgently Hiring: Remote Senior Project Scheduler | Flexible WFH

Remote Part-Time Customer Support Representative – Flight Booking, Travel Assistance & Customer Experience (Arenaflex Airlines Division)

Remote Overnight Desktop Support

Package Sorter

||Entry-Level Remote Opening | Flexible Schedule | Apply Today

**Experienced Remote Live Chat Support Specialist – Customer Service Representative | Earn $25-$35/HR From Home | Start Your Journey In Customer Service By Joining Our Remote Team | Flexible Hours And Competitive Pay From Home**

restaurant manager

At-Home Playtester

Disney Remote Jobs (Data Entry Customer Care) -...

(entry Level/no experience) Ups reputed company – Immediately Hiring

Online Transcription Jobs for Beginners

Remote Entry Level Sales Representative

Southwest Airlines Remote Jobs, Southwest Airlines Work From Home $27 An Hour

Work From Home Data Entry - Remote Job

Amazon Warehouse

Remote Data Entry Specialist - Flexible Schedule, Competitive Pay, and Opportunities for Growth at blithequark

Amazon Customer Service - Work From Home $16-$24/hr

amazon work from home $15+/ Hour (Sign on Bonus!)!

Urgent Part-Time:Overnight Warehouse Associate-Sort & Reset(Atlanta)

Remote Typing For Teens: Flexible Opportunities At Great Pay

Client Support Specialist- Billing – Remote

Overnight Remote Community Moderator – Night‑Shift Online Chat Support for Dynamic Digital Communities

Remote Work Night Positions | $25–$35/Hour Online Roles – Quiet Evening Shifts You Can Do in Pajamas

Work from Home Data Entry Jobs for Teens No Experience ntel United States via Careerzfy.com

Amazon and Marketplace Specialist (In-Office or Remote)

Remote Night Shift Customer Service Representative

Entry-Level Live Chat Support Specialist ($25-$35/hr) – No…

Remote Typing Jobs Flexible Part-Time/Full-Time Positions Available

Data Entry Jobs (No Experience Needed) - Work From Home

Data Entry/ Specimen Processor in Seattle, WA in Labcorp (job Id: 1681011983)

Digital Product Tester

Data Entry/ Specimen Processor in Seattle, WA in Labcorp (job Id: 1681011983)

movie reviewer job remote

Remote Content Typist – Convert Handwritten to Digital

Part-Time Evening Remote Data Entry Specialist – Flexible Home‑Based Role for Students, Caregivers, and Professionals Seeking Supplemental Income

Proofreading and Editing

VCS Food Service Worker- Las Vegas NV

Entry-Level Medical Transcriptionist - No Experience Needed

Virtual Scheduling Assistant – Part-Time Evening Hours – Students and Moms Welcome

Work at Home Data Entry Agent - Part Time

High paying nursing jobs - Remote

Pharmacy Billing Representative – National Remote/No Degree Required/Entry Level

Remote Appointment Setter/Sales

Warranty Services Representative, Common Elements (Remote)

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...