Sr Technical Service Desk Analyst - Team Leader L2

242 Unisys India (Private) LTD-UGS Hyderabad; Hyderabad; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Unisys in Hyderabad is seeking a Senior Technical Service Desk Analyst (L2) to deliver advanced end-user computing support, manage escalations, and mentor L1 staff. You will troubleshoot Windows, M365, AD, VPN, and enterprise apps, while ensuring timely resolutions and high customer satisfaction.

You will collaborate with infrastructure, network, security, and application teams, create knowledge base articles, and monitor SLA adherence.

Qualifications

• Bachelor's degree in IT or related field; ITIL Foundation preferred.
• Strong knowledge of Windows 10/11 administration and troubleshooting.
• Experience supporting Microsoft 365 apps and services.
• Hands-on with Active Directory, Azure AD, Entra ID, and Group Policies.

Responsibilities

• Provide second-level technical support for hardware, software, OS, and network issues.
• Handle escalations from L1 Service Desk and mentor L1 analysts.
• Troubleshoot complex issues in Windows, M365, AD, VPN, and enterprise apps.
• Administer user accounts, permissions, and GPOs in AD.
• Support Teams, Outlook, OneDrive, SharePoint, and Exchange environments.
• Diagnose and resolve desktop, laptop, printer, and mobile device issues.
• Create knowledge base articles and technical documentation.
• Monitor ticket queues and SLA compliance.
• Support software deployments, patching, and system upgrades.

Skills

Windows troubleshooting

Microsoft 365

Active Directory

TCP/IP & VPN

Ticketing tools

Endpoint management

Analytical thinking

Communication

Education

Bachelor's degree

ITIL Foundation

Tools

ServiceNow

Remedy

Jira

Ivanti

Job description

What success looks like in this role: Sr Technical Service Desk Analyst -Level 2 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:

• 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)

Equal Opportunity and Diversity

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.

About Unisys

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