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.

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).