Summary

Job Description

We are seeking a talented and experienced Service Desk - L2 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 L2 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 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).
• Solid 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

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