Sr Technical Service Desk Analyst -Level 2

Overview

Senior Technical Service Desk L2 role providing advanced technical support for end-user computing, applications, and infrastructure issues, including mentoring L1 analysts and managing escalations.

What you'll do

• Provide second-level technical support for hardware, software, operating systems, and network-related issues.
• Handle escalated incidents from the L1 Service Desk team.
• Troubleshoot and resolve complex issues related to Windows, Microsoft 365, Active Directory, VPN, and enterprise applications.
• Administer user accounts, permissions, and group policies in Active Directory.
• Support Microsoft Teams, Outlook, OneDrive, SharePoint, and Exchange environments.
• Diagnose and resolve desktop, laptop, printer, and mobile device issues.
• Perform root cause analysis and implement preventive measures.
• Work closely with infrastructure, network, security, and application support teams.
• Create and maintain knowledge base articles and technical documentation.
• Monitor ticket queues and ensure SLA compliance.
• Support software deployments, patching, and system upgrades.
• Provide technical guidance and support to L1 analysts.

What you'll need

• Strong knowledge of Windows 10/11 administration and troubleshooting.
• Experience supporting Microsoft 365 applications and services.
• Hands-on experience with Active Directory, Azure AD, Entra ID, and Group Policies.
• Knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and network troubleshooting.
• Experience with ticketing tools such as ServiceNow, Remedy, Jira, or Ivanti.
• Understanding of endpoint management tools such as SCCM, Intune, or MECM.
• Familiarity with remote support tools and desktop management.
• Strong analytical and problem-solving skills.
• 2-5 years of experience in Service Desk, Technical Support, Desktop Support, or IT Operations via phone, email, chat, and ticketing systems.

Nice to have

• Bachelor's degree.
• ITIL Foundation Certification.
• Microsoft Certified: Modern Desktop Administrator or related certifications.
• Experience supporting enterprise environments.

Details

• Location: Hyderabad, Telangana, India.
• Required to work a total of 45 hours per week; normal office hours are 10 hours per day, inclusive of an unpaid 1 hour break.
• Work schedule determined as communicated by manager; may be required to work morning, evening, or night shifts.
• Rotational / 24x7 support environment (if applicable).