Service Desk Engineer (L2/L3)

Location: Hyderabad / Pune
Work Mode: 5 Days Work From Office
Shift: Rotational Shifts
Experience: 4 to 8 Years
Notice Period: Immediate Joiners Preferred

Interview Process
- Round 1: Virtual Interview
- Round 2: Face-to-Face Interview
- Candidates must be based in Hyderabad or Pune and attend the in-person interview at the respective location.

Key Skills
- Service Desk / IT Support (L2/L3)
- Windows 10/11 & Mac OS Support
- Active Directory Administration
- Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Exchange Online)
- Microsoft Intune
- DNS, DHCP, VPN, TCP/IP
- Incident, Service Request, Change & Problem Management (ITIL)
- ServiceNow, Jira, Remedy, Freshservice, or other ITSM tools
- Hardware & Software Troubleshooting
- SLA & Ticket Management

Responsibilities
- Provide L2/L3 support for end-user incidents and service requests.
- Troubleshoot Windows, Mac, Office 365,



Active Directory, Networking, and Intune issues.
- Manage user accounts, permissions, and access requests.
- Handle incidents, changes, problems, and service requests as per ITIL standards.
- Ensure SLA compliance and effective ticket handling.
- Support enterprise users in a quick-paced environment.
- Create knowledge articles and technical documentation.
- Collaborate with internal teams to resolve escalated issues.

Preferred
- Strong communication and troubleshooting skills

Mandatory Requirements

4-8 Years of Service Desk / IT Support Experience
Active Directory & Microsoft 365 Support Experience
Networking Fundamentals (DNS, DHCP, VPN)
Rotational Shift Readiness
Work From Office (Hyderabad/Pune)
Immediate or Early Joiners Preferred

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