Sr Technical Service Desk Analyst -Level 2

About the role

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.

What you'll do

• 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

What you need

• 2–5 yrs of experience
• Active Directory
• Troubleshooting
• Office 365
• Windows
• TCP/IP
• Ticketing tools
• Any graduate

Good to have

• ITIL
• ServiceNow
• Intune
• JIRA
• Azure
• Root cause analysis