Technical Service Desk - L2 (Immediate Joiner)

SHI; Hyderabad; On-site; INR 500,000 - 900,000; Full time

Job summary

SHI is seeking an experienced Service Desk - L2 professional to provide technical support to Australian-based users from Hyderabad. The role focuses on troubleshooting Windows, AD, Office 365, and Citrix while delivering exceptional customer service and timely incident resolution.

The candidate will handle AD/user management, Intune deployment, and patching tasks, with a requirement to work rotating 24×7 shifts to ensure 24/7 availability for users in Australia.

Qualifications

• End-user support experience in a fast-paced environment.
• Global support experience is a plus.
• Strong communication and customer-service skills.
• Proficient in Windows troubleshooting and Active Directory.

Responsibilities

• Provide L2 technical support to Australian-based users via calls, chats, and emails.
• Troubleshoot Windows OS, user profiles, printers, network, VPN, and desktop apps.
• Support Office 365 suite including licensing and mailbox management.
• Assist in Citrix Workspace, VDI, and Intune-based device management.
• Handle AD user management, password resets, and group updates.
• Escalate complex issues with logs and analysis; document tickets clearly.
• Maintain SLA targets and provide excellent communication to users.
• Participate in 24x7 shift roster as required.

Skills

Excellent communication

End-user support

Global support

Windows troubleshooting

Tools

Windows Server

Active Directory

Microsoft Exchange

Microsoft 365

Intune

Citrix Workspace

VMware

Hyper-V

Office 365 Admin Center

Azure

AWS

Job description

Role & responsibilities

Job Description

Summary

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).

Job Requirements

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.