Summary

Job Description

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 availa

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