Job Summary

We are seeking a Senior Technical Service Desk L2 to provide advanced technical support for end-user computing, applications, and infrastructure-related issues. The role involves troubleshooting complex incidents, mentoring L1 analysts, managing escalations, and ensuring timely resolution of service requests while maintaining high customer satisfaction.

Key Responsibilities

- 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.

Required Skills

- 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.
- Robust analytical and problem-solving skills.

Preferred Qualifications

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

Experience 2-5 Years of experience in Service Desk, Technical Support, Desktop Support, or IT Operations via phone, email, chat, and ticketing systems.

Working Hours

Required to work for a total of 45 hours per week. The normal office hours are 10 hours per day, inclusive of unpaid 1 hour break. Your work schedule will be determined as communicated by your manager. You may be required to work on shifts (morning/evening/night shift) as notified to you by your manager.

Key Competencies

- Advanced Troubleshooting
- Incident and Problem Management
- Customer Service Excellence
- Communication Skills
- Team Collaboration
- Documentation Skills
- Time Management
- Escalation Management
- Rotational / 24x7 support environment (if applicable)

📌 Sr Technical Service Desk Analyst -Level 2 (Hyderabad)
🏢 Unisys India
📍 Hyderabad