Sr Technical Service Desk Analyst -Level 2

Unisys; Hyderabad; On-site; INR 350,000 - 580,000; Full time

Job summary

Unisys in Hyderabad, India is seeking an IT Support professional to provide Tier 1 and Tier 2 assistance, troubleshooting hardware/software, voice/voicemail systems, and aiding with network, printing, and remote desktop access.

You will identify root causes, escalate complex problems, and communicate resolutions to users while supporting fellow agents with day-to-day incident inquiries and applying strong problem-solving skills.

Qualifications

• High School Diploma or GED required; technical certification or Associate Degree may be required.
• Generally 2-4 years’ experience in the area of responsibility.
• Equal opportunity employer statement included in posting.

Responsibilities

• Provides Tier 1 and Tier 2 support.
• Troubleshoots and resolves complex issues including hardware/software maintenance, client propriety, COTS and Unisys applications, and voice systems.
• Assists with resolution of issues with network connectivity, printing and remote access to desktop equipment.
• Identifies root causes of problems and escalates unusual or complex issues for resolution.
• Communicates problem, resolution and root-cause information to users to prevent recurrence.
• Supports L1 and L2 support agents with day-to-day questions about client incidents and queries.

Skills

Tier 1 support

Tier 2 support

Troubleshooting

Root cause analysis

Communication

Education

High School Diploma or GED

Technical certification

Associate Degree

Job description

• Troubleshoots and resolves complex issues including: o Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and o Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment.
• Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
• Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
• Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.

What Success Looks Like In This Role

• Provides Tier 1 and Tier 2 support.
• Troubleshoots and resolves complex issues including: o Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and o Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment.
• Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
• Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
• Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.

You will be successful in this role if you have:

High School Diploma or GED required May require technical certification or Associate Degree Generally, 2-4 years’ experience in area of responsibility

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.