Company Description Yoda Tech Pte. Ltd., based in Singapore, specializes in practical, scalable digitalization solutions for modern IT environments. The company breaks large transformation efforts into focused Micro initiatives powered by ready-to-use Micro-bots, helping clients significantly reduce IT operations spend.

Yoda Tech emphasizes Automate + Robotize to streamline processes and improve efficiency. Its capabilities span power application development, infrastructure, maintenance, and support, offering end-to-end technology services for diverse industries.

Job SummaryWe are looking for an experienced Service Desk Engineer – L2 to provide advanced technical support to end users and resolve complex IT incidents and service requests. The role will involve troubleshooting and resolving issues across desktops, laptops, operating systems, applications, networks, Microsoft 365, user accounts, and other IT infrastructure components.

The ideal candidate should have strong troubleshooting skills, experience working within an ITIL-based service desk environment, and the ability to independently handle escalated L2 issues while maintaining agreed SLA and service quality standards.

Key Responsibilities

- Provide L2 technical support for end-user computing, desktop, laptop, application, and infrastructure-related issues.
- Troubleshoot and resolve incidents escalated from L1 Service Desk teams.
- Diagnose issues related to:
- Windows operating systems
- Desktops, laptops, printers and peripherals
- Microsoft 365 applications
- Outlook, Teams, OneDrive and SharePoint
- Active Directory and user account management
- Password and access-related issues
- VPN and remote-access connectivity
- Basic LAN/WAN and network connectivity
- Software installation, configuration and troubleshooting




- Perform user administration tasks such as account creation, modification, password resets and access-related troubleshooting.
- Troubleshoot hardware and software issues and coordinate with relevant infrastructure or vendor teams when required.
- Monitor, update and resolve incidents and service requests within defined SLA and ITIL processes.
- Perform root-cause analysis for recurring or complex incidents and document appropriate resolutions.
- Maintain accurate and detailed ticket documentation, including troubleshooting steps and resolution details.
- Escalate issues to L3, infrastructure, security, application or vendor teams when required, with appropriate technical information.
- Assist with onboarding and offboarding activities, including workstation setup, software installation and access provisioning.
- Support endpoint management, patching and basic security-related activities as required.
- Maintain and update knowledge articles, troubleshooting guides and standard operating procedures.
- Provide remote support to users across different locations and time zones.
- Participate in shift-based support, on-call support or weekend support where required.
- Follow IT security, access-control and company policies while handling user and system information.

Required Skills & Experience
- 3–5 years of experience in IT Service Desk, Desktop Support, EUC or IT Technical Support.




- Proven experience working in an L2 Service Desk / Desktop Support role.
- Strong troubleshooting skills across Windows, hardware, software and network connectivity.
- Hands-on experience with Microsoft 365, particularly Outlook, Teams, OneDrive and SharePoint.
- Working knowledge of Active Directory / Entra ID and user account administration.
- Good understanding of TCP/IP, DNS, DHCP, VPN and basic networking concepts.
- Experience with ITSM/ticketing tools such as ServiceNow, Jira Service Management, BMC Remedy or similar.
- Good understanding of ITIL principles, incident management and SLA management.
- Ability to troubleshoot issues independently and determine when escalation is required.
- Strong written and verbal communication skills.
- Good documentation and ticket-management skills.
- Ability to work with users professionally and manage multiple incidents based on priority and business impact.

Valuable to Have
- ITIL Foundation certification.
- Microsoft certifications such as MS-900, MD-102 or equivalent.
- Experience with endpoint management tools such as Microsoft Intune, SCCM/MECM or similar.
- Experience supporting Azure/Microsoft Entra ID environments.
- Exposure to endpoint security, antivirus/EDR and device compliance.
- Experience working in a multi-location or global IT support environment.

EducationBachelor's degree or diploma in Computer Science, Information Technology, Engineering or a related discipline. Key Competencies

- Technical troubleshooting
- Incident and problem management
- Customer service orientation
- Analytical and diagnostic skills
- SLA management
- ITIL process awareness
- Clear communication
- Ownership and accountability
- Documentation and knowledge management

📌 Service Desk Engineer – (India)
🏢 Yoda Tech
📍 India