Sr Technical Service Desk Analyst -Level 2
On-siteHyderabad, Telangana, India
Job Summary
Provide second-level technical support for hardware, software, operating systems, and network-related issues, handling escalated incidents from the L1 Service Desk team. Troubleshoot and resolve complex problems involving Windows, Microsoft 365, Active Directory, VPN, and enterprise applications while administering user accounts, permissions, and group policies. Diagnose desktop, laptop, printer, and mobile device issues, perform root cause analysis, and implement preventive measures. Collaborate with infrastructure, network, security, and application teams to support software deployments and patching. Create knowledge base articles, monitor ticket queues for SLA compliance, and provide technical guidance to L1 analysts in a rotational 24x7 support environment.
Required Qualifications
- Strong 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
- 2-5 Years of experience in Service Desk, Technical Support, Desktop Support, or IT Operations via phone, email, chat, and ticketing systems
- Advanced Troubleshooting
- Incident and Problem Management
- Customer Service Excellence
- Communication Skills
- Team Collaboration
- Documentation Skills
- Time Management
- Escalation Management
- Rotational / 24x7 support environment (if applicable)
- Must be available for shifts (morning/evening/night shift)
- Working Hours Required to work for a total of 45 hours per week
- Normal office hours are 10 hours per day, inclusive of unpaid 1 hour break
Desired Qualifications
- Bachelor's degree
- ITIL Foundation Certification
- Microsoft Certified: Modern Desktop Administrator or related certifications
- Experience supporting enterprise environments
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