Sr Technical Service Desk Analyst -Level 2

Unisys; Hyderabad; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Unisys is seeking a Senior Technical Service Desk Analyst (Level 2) in Hyderabad to provide advanced end-user support. You will resolve complex incidents, mentor L1 analysts, and manage escalations across Windows, Microsoft 365, and AD environments.

You will diagnose desktop/mobile issues, support Teams/Outlook/SharePoint, and collaborate with infrastructure and security teams to ensure SLA compliance. The role involves shift flexibility and 45 hours weekly.

Qualifications

• 2-5 years of service desk or IT support experience.
• Strong Windows 10/11 administration knowledge.
• Experience with Microsoft 365 apps and services.
• Proficiency with AD, Azure AD, Entra ID, and Group Policies.
• Knowledge of TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Experience with ticketing tools (ServiceNow, Remedy, Jira, Ivanti).
• Experience with endpoint management tools (SCCM, Intune, MECM).
• Good analytical and problem-solving skills.

Responsibilities

• Provide second-level support for hardware, software, OS, and network issues.
• Handle escalated incidents from the L1 Service Desk.
• Troubleshoot Windows, M365, AD, VPN, and enterprise apps.
• Administer user accounts, permissions, and GPOs.
• Support Teams, Outlook, OneDrive, SharePoint, Exchange.
• Diagnose desktop, laptop, printers, and mobile device issues.
• Perform root cause analysis and preventive measures.
• Collaborate with infra, network, security, and app teams.
• Create and maintain knowledge base articles.
• Monitor queues and ensure SLA compliance.
• Support software deployments, patching, and upgrades.
• Provide guidance to L1 analysts.

Skills

Windows admin

Microsoft 365

Active Directory

Azure AD

Entra ID

Group Policies

TCP/IP networking

DNS/DHCP

VPN

Wi-Fi

Ticketing tools

SCCM

Intune

MECM

Remote support tools

Analytical skills

Problem solving

Education

Bachelor's degree

ITIL Foundation Certification

Microsoft Certified: Modern Desktop Administrator

Tools

ServiceNow

Remedy

Jira

Ivanti

Job description

## Sr Technical Service Desk Analyst -Level 2Apply: Hyderabad, TS, India: Full time: Posted Today: REQ575704**What success looks like in this role:**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*** 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)