Sr Administrator (Support & Operations)

About the role

The Service Desk L2 Analyst serves as the second line of support for end-user IT incidents and service requests, providing advanced troubleshooting, technical resolution, and escalation management for issues beyond Level 1 capability. The role is responsible for ensuring high service quality, SLA compliance, customer satisfaction, and operational excellence while adhering to ITIL best practices.

What you'll do

• Incident & Request Management
• Resolve complex incidents and service requests escalated from L1 support teams
• Perform advanced troubleshooting for hardware, software, operating systems, and enterprise applications
• Ensure incidents are prioritized, categorized, and resolved within agreed SLAs
• Provide timely updates to users, stakeholders, and management during major incidents

What you need

• 3–5 yrs of experience
• Active Directory
• ITIL
• Office 365
• Troubleshooting
• Windows
• ServiceNow
• B.Tech or B.E. or B.Sc or BCA

Good to have

• Azure
• PowerShell
• Root cause analysis
• SOP writing