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

Freelance Statistician - Online Remote Job

Teen Data Entry Associate – Remote, No‑Experience Required, Flexible Hours, Skill‑Building & Earn‑While‑Learn Opportunity

Part time job Technical Support Specialist (Remote) – Entry Level, No Degree Required, 15 – 18 Job ID- 814 Job ID- 3032

Apply Now: Part-Time Online Typing Jobs Available Flexible

HYBRID Billing Quality Control Coordinator (Burlington / Durham NC)

reputed company Content Moderator Jobs (Work From Home, Entry Level) $70K-80K$/Year

Amazon Product Testers (Work At-Home Positions) – Indeed Jobs US

**Remote Live Chat Support Representative – Customer Success & Technical Assistance – Immediate Start – arenaflex**

Virtual Disney Vacation Planner – Work From Home Travel Jobs

Part-Time Data Entry (night shifts) – onlinehealthjourney (job id : 1675673842)

Easy Remote Academic Transcription Jobs No Experience

**Dynamic Remote Chat Support Specialist – Earn $25–$35/hr, Build a High‑Paying Home‑Based Customer Service Career**

Intake Coordinator, Home Health - Weekends Only & Fully Remote

Virtual Assistant Jobs - Amazon Careers for Fresher

Part-Time Evening Jobs - Online/Offline Options for Students

Call Center Intake Specialist – Evening Shift and Weekends – Fully Remote in Saint Louis, MO

Part-Time Evening Remote Data Entry Specialist – Work From Home, $31/Hour, Flexible Scheduling, No Experience Required, Growth Opportunities at arenaflex

Clinical Review Nurse – Prior Authorization

Amazon Warehouse Associate - Overnight Shift

EN>CN EN-ZH Subtitle Translator, Remote Freelance

Small Business Sales for Western Canada - Merchant Services - Vice President

Remote Tutoring AND Academic Content Reviewer (Part-Time)

Clinical Grievances RN – Remote in CA

Remote Virtual Executive Assistant

Toast POS Hospitality Workflow Reviewer

Senior Financial Administrator (remote contract)

Entry-Level Data Admin Clerk - Remote Role

Amazon Warehouse Worker - Full-Time and Part-Time Roles

Amazon Work-From-Home Packing Products Opportunity

Remote Customer Care Rep – Part-Time, Flexible Hours

Career Opportunities: Associate National Account Manager - Lowes (48296)

Chewy Remote Careers – Work From Home Job Opportunity

UPS Job Opening Application (Career, Remote) $21/H – Work From…

Intake & Sales

Retail Overnight Customer Service Specialist – No Experience Required

Work From Home Data Records Clerk

Part-Time Remote Typist/Data Entry Clerk

Appointment Setter Phone Sales Remote - Work From Anywhere - Full-time

Remote Call Center Agent (Evening Hours, Part-Time) - Immediate Hiring Now

Moderator Positions | $25–$35/Hour Online Content Reviewer – Help Keep – reputed company Store

[Remote-Position] Data Entry Clerks Needed

Remote Night Shift Data Entry Specialist | Flexible Work-From-Home Opportunity | Immediate Openings

[Remote] Public Health Administrator

[Remote] Onboarding and Compliance Analyst

Data entry jobs for stay at home mom

Student Weekend Job / Part-time Job

Coordinator Manufacturer Special Programs - Remote (TX, MI, FL, PA)

Remote Customer Support – No Experience Needed ...

Audio & Content Editor (Remote – Flexible Hours)

online jobs no degree no experience

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...