Sr Technical Service Desk Analyst -Level 2

242 Unisys India (Private) LTD-UGS Hyderabad; Hyderabad; Presencial; INR 800.000 - 1.400.000; Jornada completa

Descripción de la vacante

Unisys is seeking a Senior Technical Service Desk L2 to provide advanced support for end-user computing, applications, and infrastructure issues in Hyderabad, India. The role includes mentoring L1 analysts, managing escalations, and ensuring timely resolution with high customer satisfaction.

Responsibilities cover Windows 10/11, M365, AD/Azure AD, VPN, and enterprise apps, plus administration of user accounts, Groups, and documentation.

Formación

• Minimum knowledge of Windows 10/11 administration.
• Experience supporting Microsoft 365 apps and services.
• Hands-on with Active Directory, Azure AD, Entra ID and Group Policies.
• Strong TCP/IP, DNS, DHCP and VPN troubleshooting.
• Experience with ticketing tools such as ServiceNow, Remedy, Jira, or Ivanti.
• Familiar with endpoint management tools like SCCM/Intune/MECM.

Responsabilidades

• 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 issues.
• Administer user accounts, permissions, and group policies in Active Directory.
• Support Teams, Outlook, OneDrive, SharePoint, and Exchange environments.
• Diagnose and resolve desktop, laptop, printer, and mobile device issues.
• Perform root cause analysis and preventive measures.
• Collaborate with infrastructure, network, security, and app teams.
• Create and maintain knowledge base articles and docs.
• Monitor ticket queues and SLA compliance.
• Support deployments, patching, and system upgrades.
• Provide guidance to L1 analysts.

Conocimientos

Windows administration

Microsoft 365

Active Directory

Azure AD Entra ID

Group Policy

TCP/IP DNS DHCP

VPN networking

ServiceNow Jira Ivanti

SCCM Intune MECM

Remote support

Educación

Bachelor's degree IT

ITIL Foundation

Microsoft Modern Desktop Administrator

Herramientas

ServiceNow

Remedy

Jira

Ivanti

Descripción del empleo

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.

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)

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.

Unisys is a global technology solutions company that powers breakthroughs for the world’s leading organizations. Our solutions – cloud, AI, digital workplace, logistics and enterprise computing – help our clients challenge the status quo and unlock their full potential. To learn how we have been helping clients push what’s possible for more than 150 years, visit unisys.com and follow us on LinkedIn. https://www.unisys.com/unisys-legal/recruiting Notice for U.S. Applicants: Unisys is an Equal Opportunity Employer – Minorities/ Females/ Veterans/ Individuals with Disabilities/ Sexual Orientation/ Gender Identity