Summary

We are seeking a talented and experienced Service Desk - L1 professional to join our team and provide technical support to our Australian-based users Immediately. The role involves troubleshooting various technical issues, supporting different technologies, and ensuring high user satisfaction through excellent communication and customer service.

Roles And Responsibilities

- Provide L1 technical support to Australian-based users via calls, chats, and emails.
- Troubleshoot issues related to Windows OS, user profiles, printers, network connectivity, VPN, Password reset, and desktop applications.
- Support Office 365 (Outlook, Teams, OneDrive, SharePoint, mailbox management, licensing).
- Provide basic operational support for Citrix logon issues, session resets, application access, and profile problems.
- Perform regular patching support (Intune/3rd-party RMM patch tools).
- Assist in backup job monitoring and escalating failures when required.
- Support device enrollment, configuration, and policy troubleshooting using Microsoft Intune.
- User account management via Active Directory (password resets, account unlocking, group membership updates).
- Ensure timely resolution of incidents within SLA and proper ticket documentation.
- Escalate L2/L3 issues with appropriate logs and analysis.




- Provide excellent communication and customer service to maintain high user satisfaction.
- Good knowledge of Windows 10/11 troubleshooting.
- Experience with Citrix Workspace / Virtual Apps & Desktops.
- Hands-on with Office 365 Admin Center.
- Understanding of patch management concepts.
- Basic knowledge of backup tools (Veeam, Commvault, or similar).
- Experience with Intune device management (enrollment, compliance, application deployment).
- Robust understanding of Active Directory and user management.
- Basic understanding of Cloud technologies (Azure, AWS, etc.).
- Familiarity with VPN, DNS, DHCP, and Network basics.
- Excellent communication skills to support Australian users.
- Ensure availability as per the shift roster (rotational shift 24*7).

Requirements

Job Requirements

- Active Directory knowledge
- Cloud technologies experience
- Backup tools familiarity
- Citrix Workspace / Virtual Apps & Desktops proficiency
- Windows 10/11 troubleshooting skills
- Citrix experience
- Patch management understanding
- Intune device management expertise
- Networking knowledge
- Incident management capabilities
- ServiceNow ticketing system experience
- Excellent communication
- Interpersonal skill

📌 Service Desk (Hyderabad)
🏢 SHI Solutions India
📍 Hyderabad