What success looks like in this role:

Job Summary
We are seeking a Senior Technical Service Desk L2 to provide advanced technical support for end-user computing, applications, and infrastructure-related issues. The role involves troubleshooting complex incidents, mentoring L1 analysts, managing escalations, and ensuring timely resolution of service requests while maintaining high customer satisfaction.
Key Responsibilities
• Provide second-level technical support for hardware, software, operating systems, and network-related issues.
• Handle escalated incidents from the L1 Service Desk team.
• Troubleshoot and resolve complex issues related to Windows, Microsoft 365, Active Directory, VPN, and enterprise applications.
• Administer user accounts, permissions, and group policies in Active Directory.
• Support Microsoft Teams, Outlook, OneDrive, SharePoint, and Exchange environments.
• Diagnose and resolve desktop, laptop, printer, and mobile device issues.
• Perform root cause analysis and implement preventive measures.
• Work closely with infrastructure, network, security,



and application support teams.
• Create and maintain knowledge base articles and technical documentation.
• Monitor ticket queues and ensure SLA compliance.
• Support software deployments, patching, and system upgrades.
• Provide technical guidance and support to L1 analysts.

You will be successful in this role if you have:
Required Skills
• Robust 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.
• Strong analytical and problem-solving skills.

Pr

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