Urgent Opening For Desktop Support Engineer L2_Gurugram

Team Computers; Gurugram District; On-site; INR 400,000 - 520,000; Full time

Job summary

Team Computers is seeking a proactive Service Desk Analyst to provide first-level IT support for end users in a corporate environment. The role focuses on Microsoft 365 administration, Active Directory, VPN support, and thorough ticket handling to ensure SLA compliance.

You will manage incidents via Zendesk, perform triage, and escalate as needed, while supporting Windows and Office applications and remote access scenarios.

Qualifications

• Hands-on experience in Microsoft 365 administration and Active Directory.
• Experience with ticketing systems and ITIL processes.
• Strong desktop support and VPN/MFA troubleshooting.

Responsibilities

• Manage incidents and service requests via Zendesk.
• Triage, categorize, prioritize, and route tickets.
• Ensure updates and resolutions within SLAs.
• Escalate unresolved issues to L2/L3 support.
• Maintain accurate ticket documentation and user communication.
• Administer Microsoft 365 user accounts and licenses.
• Manage AD users, groups, permissions.
• Password resets and account unlocks.
• Create and manage distribution groups and shared mailboxes.
• Support user access management activities.
• Provide support for Windows and Office apps.
• Troubleshoot desktop, laptop, and app issues.
• Support VPN connectivity and MFA.
• Assist with remote access and authentication.
• Provide remote troubleshooting using Kaseya and SCCM.
• Onboard and offboard users.
• Create, modify, and disable user accounts.
• Assign system access based on business requirements.
• Coordinate with HR and management for provisioning.

Skills

Microsoft 365 administration

Active Directory administration

Ticket management

Desktop troubleshooting

VPN support

SLA adherence

End-user support

Remote support

Tools

Zendesk

Kaseya

SCCM

Microsoft 365 Admin Center

Job description

Role & responsibilities

Job Summary

We are seeking a proactive and customer-focused Service Desk Analyst to provide first-level IT support for end users. The ideal candidate will have hands-on experience in Microsoft 365 administration, Active Directory, VPN support, ticket management, and desktop troubleshooting. The role requires effective incident management, user administration, and adherence to service delivery processes while ensuring SLA compliance.

Key Responsibilities

Service Desk & Ticket Management

• Manage and resolve incidents and service requests through Zendesk.
• Perform ticket triage, categorization, prioritization, and routing.
• Ensure timely updates and resolution within defined SLAs.
• Escalate unresolved issues to L2/L3 support teams.
• Maintain accurate ticket documentation and communication with users.

Microsoft 365 & Active Directory Administration

• Administer Microsoft 365 user accounts and licenses.
• Manage Active Directory users, groups, and permissions.
• Perform password resets and account unlocks.
• Create and manage distribution groups and shared mailboxes.
• Support user access management activities.

End User Support

• Provide support for Windows operating systems and Microsoft Office applications.
• Troubleshoot desktop, laptop, and application-related issues.
• Support VPN connectivity and Multi-Factor Authentication (MFA).
• Assist users with remote access and authentication issues.
• Provide remote troubleshooting using Kaseya and SCCM tools.

User Lifecycle Management

• Perform user onboarding and offboarding activities.
• Create, modify, and disable user accounts.
• Assign system access based on business requirements.
• Coordinate with HR and management for access provisioning.