What success looks like in this role:
Job Summary

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.
- 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.
- 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.

You will be successful in this role if you have:
Required Skills:
- Solid knowledge of Windows 10/11 administration and troubleshooting.
- 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.

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

Experience

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 Managemen

📌 Sr Technical Service Desk (Hyderabad)
🏢 Unisys
📍 Hyderabad