Sr Technical Service Desk - Level 2

Overview

Sr Technical Service Desk - Level 2 provides advanced technical support for end-user computing, applications, and infrastructure issues.

What you'll do

• Provide second-level support for hardware, software, operating systems, and network issues.
• Troubleshoot and resolve complex incidents involving Windows, Microsoft 365, Active Directory, VPN, and enterprise applications.
• Handle escalated incidents from L1 Service Desk and guide L1 analysts.
• Administer user accounts, permissions, and group policies in Active Directory.
• Support Microsoft Teams, Outlook, OneDrive, SharePoint, and Exchange environments.
• Monitor ticket queues and ensure SLA compliance, including deployments and patching support.

What you'll need

• Strong Windows 10/11 administration and troubleshooting knowledge.
• 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.
• 2-5 years of experience in Service Desk, Technical Support, Desktop Support, or IT Operations.

Details

• Location: Hyderabad, TS, India.
• Work requires 45 hours per week; shifts may be required (morning/evening/night).