Role & responsibilities

Summary:

We are seeking a talented and experienced Service Desk - L2 skilled 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).
- Strong 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 support Australian users.
- Ensure availability as per the shift roster (rotational shift 24*7).

Job Requirements

Requirements:

- Strong interpersonal skills.

- Excellent communication skills.

- Experience in end-user support.

- Experience in global support.

- Proficiency in Windows Server.

- Proficiency in Active Directory.
- Experience with Microsoft Exchange.
- Experience with Microsoft 365.
- Experience with Microsoft Intune.
- Knowledge of AVD Administration.
- Experience with VMware / Hyper-V.
- Familiarity with Ticketing systems.

Plus Skills: - Knowledge of Windows 10/11 troubleshooting.

- Experience with Citrix Workspace / Virtual Apps & Desktops.

- Hands-on experience 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).

- Strong understanding of Active Directory and user management.

- Basic understanding of Cloud technologies (Azure, AWS, etc.).
- Familiarity with VPN, DNS, DHCP, and Network basics.

Preferred candidate profile

📌 Technical Service Desk(Immediate Joiner) (Hyderabad)
🏢 Shi
📍 Hyderabad