What success looks like in this role:
• Provides Tier 1 and Tier 2 support.
• Troubleshoots and resolves complex issues including:
o Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and
o Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment.
• Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
• Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
• Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.
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You will be successful in this role if you have:
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 h

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