Senior Service Desk Engineer (L2)

MSP Support | Technical Role

Role Summary

We are looking for a hands-on Service Desk Engineer to provide L2 technical support and Client Service Delivery and Management across multiple client environments endpoints, Microsoft 365, identity, servers, networks, backup, and security tooling. Alongside hands-on fault diagnosis and resolution across diverse client estates, the role carries service delivery responsibility: owning SLA performance, coordinating and supporting the Service Desk team, acting as a point of escalation, and driving continual service improvement. The successful candidate will deputise for the Service Desk Team Leader and support the Service Delivery Manager with wider duties and IT projects.

Technical Responsibilities

End-User Computing & Endpoints

- Troubleshoot Windows 10/11 and macOS issues — boot and BSOD failures, performance degradation, profile corruption, driver conflicts, application crashes.
- Diagnose hardware faults on laptops, desktops, and peripherals; coordinate warranty replacements and perform hardware swaps.
- Build, image, and deploy devices using Autopilot, MDT, or equivalent deployment tooling.
- Package and deploy applications; troubleshoot installation failures, licensing errors, and compatibility issues.
- Support printers, scanners, VOIP handsets, docking stations, and conference room AV equipment.
- Manage devices through Intune / Endpoint Manager or equivalent MDM — enrolment, compliance policies, configuration profiles, BitLocker key recovery.

Microsoft 365 & Collaboration

- Troubleshoot Exchange Online — mail flow, transport rules, connectors, message trace, NDRs, quarantine release, shared mailboxes, distribution groups.
- Administer and support Outlook profile issues, OST/PST corruption, calendar and delegation problems.
- Support Teams, SharePoint Online, and OneDrive — sync errors, permissions, sharing links, retention and storage issues.
- Handle licence assignment, tenant configuration checks, and service health verification.

Identity, Directory & Access

- Administer Active Directory and Entra ID (Azure AD) — users, groups, OUs, computer objects, account lockouts, password resets.
- Create, troubleshoot, and apply Group Policy Objects; diagnose GPO application failures with gpresult and RSOP.
- Configure and troubleshoot MFA registration, resets, and Conditional Access sign-in failures.
- Troubleshoot Entra Connect / AD Connect sync errors, duplicate objects, and attribute mismatches.
- Manage NTFS and share permissions, mapped drives, and DFS namespaces.

Server & Virtualisation

- Support Windows Server 2016/2019/2022 — services, roles, event log analysis, performance troubleshooting, disk and resource management.
- Administer DNS, DHCP, file and print services, certificate renewals, and scheduled tasks.
- Perform VM-level administration in VMware vSphere / Hyper-V — VM state, snapshots, resource allocation, datastore alerts, host health checks.
- Troubleshoot RDS / terminal server session issues, profile problems, and published application failures.

Network & Connectivity

- Troubleshoot LAN/WAN/Wi-Fi connectivity, DNS resolution failures, DHCP scope exhaustion, and IP conflicts.
- Diagnose VPN client and site-to-site tunnel failures; verify phase 1 / phase 2 status and routing.
- Perform configuration checks and changes on firewalls, switches, and access points (Fortinet, SonicWall, Meraki, Ubiquiti, Cisco) — port config, VLANs, firewall rules, NAT, SSID and WLAN troubleshooting.
- Use diagnostic tooling (ping, traceroute, nslookup, netstat, Wireshark basics) to isolate faults between LAN, ISP, and cloud service.

Security & Endpoint Protection

- Investigate and action EDR/antivirus alerts in Defender for Endpoint, SentinelOne, CrowdStrike, Sophos, or similar — isolate hosts, quarantine files, remove threats.
- Analyse phishing reports, perform header analysis, and remediate compromised mailboxes (forwarding rules, sign-in log review, session revocation).
- Support patch management cycles — deploy, verify,



and remediate failed patches across servers and endpoints.
- Action vulnerability remediation tasks and configuration hardening per client baseline.

Monitoring & RMM Alert Remediation

- Respond to and resolve RMM alerts — disk space, CPU/memory thresholds, service failures, offline agents, failed jobs, certificate expiry.
- Perform scheduled server, backup, AV console, and network device health checks.
- Diagnose recurring alert patterns and identify underlying root cause.
- Patch Management and proper Patch process implementation

Automation & Scripting

- Write and run PowerShell scripts for bulk administration, diagnostics, and routine remediation.
- Build and maintain RMM automation scripts, monitors, and scheduled tasks.

Remote Support & Diagnostics

- Apply structured troubleshooting methodology — reproduce, isolate, test, resolve, validate — and capture technical resolution detail in the ticket.
- Escalate to L3 / specialist teams with full diagnostic evidence: logs, error codes, and steps already taken.

Service Delivery, Team & Process Responsibilities Service Delivery & SLA Ownership

- Ensure delivery within the primary area of Request Fulfilment and Incident resolution within contractual SLAs.
- Track the resolution of all open Service Desk incidents and service requests so that SLA targets are consistently achieved and, wherever possible, exceeded.
- Maintain a full understanding of contractual requirements and ensure all incidents and requests are processed in line with those commitments.
- Build strong working relationships across the delivery teams and within the account to ensure incidents are delivered to agreed timescales.
- Assist the Service Delivery Manager (SDM) with IT projects and any other duties required to support service delivery.

Team Coordination & Supervision

- Support the management of the Service Desk team — resource allocation, attendance, planning activities, and effective achievement of KPIs.
- Coordinate the activities of assigned resources, ensuring both availability (rota coverage) and capability (performance management, training, and coaching) to meet KPIs and maintain SLA adherence.
- Provide leadership for the daily operations of the service desk, including schedule adherence, operational metrics, and individual performance metrics.
- Analyse team performance to identify problem areas, non-compliance with team guidelines, and training opportunities — delivering regular coaching, one-to-one sessions, and performance improvement plans where required.
- Review ticket and call quality audits regularly to ensure standards of quality are routinely met.
- Mentor new and junior members of the team, and deputise for the Service Desk Team Leader in their absence.

Escalation Management

- Act as a point of hierarchical escalation for the Service Desk.
- Coordinate technical and hierarchical escalation to other technical teams, third parties, and management.
- Escalate priority incidents as part of the incident management process.
- Act as the point of contact for escalations involving unresolved incidents or dissatisfied callers.
- Update the Senior Service Desk Team Leader on any issues of operational significance.

Continual Service Improvement & Process Development

- Develop and implement ongoing service improvement measures, and drive the team's Continual Service Improvement (CSI) objectives.
- Assist with the development of new processes and the enhancement of existing ones.
- Collaborate with functional leads on department processes, knowledge management, and quality assurance to deliver solutions aimed at continuous improvement.
- Lead post-incident and post-request reviews to identify ways of improving customer satisfaction.




- Work closely with the aligned Business Technology teams on new technology rollouts, identification of new L1-resolvable issues, and improvements to the overall incident process.

Training, Coaching & Knowledge Growth

- Identify training requirements across the team and deliver training as required.
- Actively participate in team training sessions for new hires, refresher training, and new technology deployments.
- Grow general knowledge of IT and business systems, and train junior analysts to increase first-contact resolution rates.

Customer & Stakeholder Engagement

- Act as a resource for customers who are unsure where to direct a question or concern — finding a solution or identifying the correct person or department to assist them.
- Act as a liaison with customers to enhance satisfaction, providing guidance, assistance, and follow-up on inquiries unresolved at first line.

IT Administration, Asset Records & Reporting

- Maintain IT administration records, including hardware and software records and their interfaces with the CMDB.
- Create and distribute regular reports on IT team KPIs.
- Maintain all Planned Preventative Maintenance (PPM) planners accurately, ensuring planned maintenance activities are appropriately organised with clients and service providers.
- Work with the Regional Managers to develop and maintain a detailed contract and building asset database.

Required Skills & Experience

Experience

- 3–4 years in an IT Service Desk / Technical Support role, with at least 2 years in an MSP or multi-tenant environment.

Technical

- Windows 10/11 and Windows Server 2016/2019/2022 administration and troubleshooting.
- Microsoft 365 administration — Exchange Online, Teams, SharePoint, OneDrive, licensing.
- Active Directory and Entra ID (Azure AD), Group Policy, MFA, Conditional Access.
- Endpoint management via Intune or equivalent MDM.
- Networking fundamentals: TCP/IP, DNS, DHCP, VLANs, VPN, routing basics, Wi-Fi troubleshooting.
- Backup and DR tooling (Veeam, Datto, Acronis, Azure Backup).
- Endpoint security tooling (Defender for Endpoint, SentinelOne, CrowdStrike, Sophos, or similar).
- Virtualisation (Hyper-V or VMware).
- PSA/RMM platforms — ConnectWise Manage/Automate, Autotask, Datto RMM, NinjaOne, N-able, Halo PSA, or similar.
- PowerShell scripting for administration and automation.

Soft Skills & Communication

- Fluent spoken and written English, with clear and professional communication across calls, tickets, and email.
- Ability to explain technical issues in plain language to non-technical users and stakeholders at all levels.
- Strong customer service orientation, with a calm, patient, and professional manner — including when handling escalations or dissatisfied callers.
- Ownership and accountability: sees issues through to resolution and keeps stakeholders updated proactively.
- Excellent organisation and prioritisation under pressure, balancing competing demands across multiple client environments.
- Collaborative team player who supports colleagues, shares knowledge, and contributes to a positive team culture.
- Coaching and mentoring ability, with the confidence to guide and develop junior colleagues.
- Strong attention to detail in documentation, ticket quality, and reporting.
- Analytical mindset with a structured, methodical approach to problem solving.
- Adaptable and resilient in a fast-changing, multi-client MSP workplace.

Preferred / Nice to Have

- Certifications: CompTIA A+, Network+, Microsoft MD-102, MS-900, AZ-900;
- Microsoft 365 tenant-to-tenant or email migration experience.
- Linux fundamentals (Ubuntu/CentOS) for mixed-environment clients.

Qualifications

- Bachelor's degree in Computer Science, IT, or a related discipline — or equivalent practical experience.

Working Conditions

- Rotational shifts covering [24x7 / extended business hours], including a weekend rotation.
- Participation in the on-call roster for after-hours P1 incidents.
- Occasional client site visits may be required. [Adjust if fully remote.]
- Reliable internet connection and a suitable home working setup required for remote shifts.

📌 Senior Service Desk Engineer (Hyderabad)
🏢 Evonsys India
📍 Hyderabad