Experience
3 - 6 yrs
Job Location
Hyderabad, India
Vacancy
1
Designation
L2 Support Engineer
Job Type
ONSITE
Job Description
- Key Responsibilities
- 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.
- Key Qualifications
- 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.