Technical Service Desk - L2 (Immediate Joiner)

SHI Solutions India Pvt. Ltd.; Hyderabad; On-site; INR 420,000 - 660,000; Full time

Job summary

SHI Solutions India Pvt. Ltd. is seeking an experienced Service Desk - L2 professional to deliver technical support to Australian users. The role emphasizes troubleshooting across Windows OS, AD, Citrix, and Office 365, with strong customer service and 24x7 shift availability.

The ideal candidate will handle device enrollment with Intune, patch management, and SLA-based incident resolution, while maintaining clear ticket logs and excellent communication with users.

Qualifications

• Strong interpersonal skills.
• Excellent communication skills.
• Experience in end-user support.
• Experience in global support.
• Proficiency in Windows Server.
• Proficiency in Active Directory.
• Experience with Microsoft Exchange.
• Experience with Microsoft 365.
• Experience with Microsoft Intune.
• Knowledge of AVD Administration.
• Experience with VMware / Hyper-V.
• Familiarity with Ticketing systems.

Responsibilities

• Provide L2 technical support to Australian-based users via calls, chats, and emails.
• Troubleshoot issues related to Windows OS, user profiles, printers, network connectivity, VPN, Password reset, and desktop applications.
• Support Office 365 (Outlook, Teams, OneDrive, SharePoint, mailbox management, licensing).
• Provide basic operational support for Citrix logon issues, session resets, application access, and profile problems.
• Perform regular patching support (Intune/3rd-party RMM patch tools).
• Assist in backup job monitoring and escalating failures when required.
• Support device enrollment, configuration, and policy troubleshooting using Microsoft Intune.
• User account management via Active Directory (password resets, account unlocking, group membership updates).
• Ensure timely resolution of incidents within SLA and proper ticket documentation.
• Escalate L2 issues with appropriate logs and analysis.
• Provide excellent communication and customer service to maintain high user satisfaction.
• Good knowledge of Windows 10/11 troubleshooting.
• Experience with Citrix Workspace / Virtual Apps & Desktops.
• Hands-on with Office 365 Admin Center.
• Understanding of patch management concepts.
• Basic knowledge of backup tools (Veeam, Commvault, or similar).
• Experience with Intune device management (enrollment, compliance, application deployment).
• Strong understanding of Active Directory and user management.
• Basic understanding of Cloud technologies (Azure, AWS, etc.).
• Familiarity with VPN, DNS, DHCP, and Network basics.
• Excellent communication skills to support Australian users.
• Ensure availability as per the shift roster (rotational shift 24*7).

Skills

Interpersonal skills

Communication skills

End-user support

Global support

Windows Server

Active Directory

Microsoft Exchange

Microsoft 365

Microsoft Intune

AVD Administration

VMware/Hyper-V

Ticketing systems

Tools

Citrix Workspace

Office 365 Admin Center

Intune tooling

Job description

Job Description

We are seeking a talented and experienced Service Desk - L2 professional to join our team and provide technical support to our Australian-based users

Summary

Job Description

We are seeking a talented and experienced Service Desk - L2 professional to join our team and provide technical support to our Australian-based users Immediately. The role involves troubleshooting various technical issues, supporting different technologies, and ensuring high user satisfaction through excellent communication and customer service.

Roles And Responsibilities

• Provide L2 technical support to Australian-based users via calls, chats, and emails.
• Troubleshoot issues related to Windows OS, user profiles, printers, network connectivity, VPN, Password reset, and desktop applications.
• Support Office 365 (Outlook, Teams, OneDrive, SharePoint, mailbox management, licensing).
• Provide basic operational support for Citrix logon issues, session resets, application access, and profile problems.
• Perform regular patching support (Intune/3rd-party RMM patch tools).
• Assist in backup job monitoring and escalating failures when required.
• Support device enrollment, configuration, and policy troubleshooting using Microsoft Intune.
• User account management via Active Directory (password resets, account unlocking, group membership updates).
• Ensure timely resolution of incidents within SLA and proper ticket documentation.
• Escalate L2 issues with appropriate logs and analysis.
• Provide excellent communication and customer service to maintain high user satisfaction.
• Good knowledge of Windows 10/11 troubleshooting.
• Experience with Citrix Workspace / Virtual Apps & Desktops.
• Hands-on with Office 365 Admin Center.
• Understanding of patch management concepts.
• Basic knowledge of backup tools (Veeam, Commvault, or similar).
• Experience with Intune device management (enrollment, compliance, application deployment).
• Strong understanding of Active Directory and user management.
• Basic understanding of Cloud technologies (Azure, AWS, etc.).
• Familiarity with VPN, DNS, DHCP, and Network basics.
• Excellent communication skills to support Australian users.
• Ensure availability as per the shift roster (rotational shift 24*7).

Requirements

Job Requirements

• Strong interpersonal skills.
• Excellent communication skills.
• Experience in end-user support.
• Experience in global support.
• Proficiency in Windows Server.
• Proficiency in Active Directory.
• Experience with Microsoft Exchange.
• Experience with Microsoft 365.
• Experience with Microsoft Intune.
• Knowledge of AVD Administration.
• Experience with VMware / Hyper-V.
• Familiarity with Ticketing systems.

Plus Skills

• Knowledge of Windows 10/11 troubleshooting.
• Experience with Citrix Workspace / Virtual Apps & Desktops.
• Hands-on experience with Office 365 Admin Center.
• Understanding of patch management concepts.
• Basic knowledge of backup tools (Veeam, Commvault, or similar).
• Experience with Intune device management (enrollment, compliance, application deployment).
• Strong understanding of Active Directory and user management.
• Basic understanding of Cloud technologies (Azure, AWS, etc.).
• Familiarity with VPN, DNS, DHCP, and Network basics.