Senior Technical Service Desk Analyst Level 2

Unisys India Private Limited; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Unisys India Private Limited in Bengaluru seeks a Senior Technical Service Desk Analyst (L2) to provide advanced end-user computing support, manage escalations, and mentor L1 analysts. The role centers on timely resolution and high customer satisfaction for Windows, M365, AD, VPN, and enterprise apps.

Collaborate with infrastructure, security, and application teams; create knowledge articles; ensure SLA adherence while guiding junior staff through complex incidents and deployments.

Qualifications

• Experience in second-level technical support for hardware, software, OS and network issues.
• Ability to handle escalations from L1 and resolve complex incidents.
• Strong knowledge of Windows 10/11 and Microsoft 365 environments.
• Experience with AD/Azure AD/Entra ID and Group Policies.
• Familiarity with SCCM/Intune/MECM for endpoint management.

Responsibilities

• Provide second-level technical support for hardware, software, OS, and network issues.
• Handle escalated incidents from the L1 Service Desk team.
• Troubleshoot Windows, M365, AD, VPN, and enterprise apps.
• Administer user accounts, permissions, and group policies in AD.
• Support Teams, Outlook, OneDrive, SharePoint, and Exchange.
• Diagnose desktop, laptop, printer and mobile device issues.
• Create and maintain knowledge base articles and docs.
• Monitor ticket queues and ensure SLA compliance.

Skills

Windows admin

Microsoft 365

Active Directory

Azure AD

Entra ID

Group Policies

TCP/IP

DNS

DHCP

VPN

Network troubleshooting

ServiceNow

Remedy

Jira

Ivanti

SCCM

Intune

MECM

Remote support tools

Desktop management

Analytical skills

Documentation

Education

Bachelor's degree IT

ITIL Foundation

Microsoft Modern Desktop Administrator

Tools

ServiceNow

Remedy

Jira

Ivanti

Job description

Sr Technical Service Desk Analyst - Level 2

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:

• 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.

Preferred Qualifications

• Bachelor's degree ITIL Foundation Certification preferred.
• Microsoft Certified: Modern Desktop Administrator or related certifications preferred.
• Experience supporting enterprise environments.
• Experience 2-5 Years of experience in Service Desk, Technical Support, Desktop Support, or IT Operations via phone, email, chat, and ticketing systems.

Working Hours

Required to work for a total of 45 hours per week. The normal office hours are 10 hours per day, inclusive of unpaid 1 hour break. Your work schedule will be determined as communicated by your manager. You may be required to work on shifts (morning/evening/night shift) as notified to you by your manager.

Key Competencies

• 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)

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law. Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.

If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [e-mail] . US job seekers can find more information about Unisys’ EEO commitment here . Experience Level Senior Level