Sr Technical Service Desk Analyst -Level 2

Job Summary

Key Responsibilities

• Provide second-level support for hardware, software, operating systems, and network-related issues.
• Handle escalated incidents from the L1 Service Desk team.
• Troubleshoot Windows, Microsoft 365, Active Directory, VPN, and enterprise application issues.
• Administer Active Directory user accounts, permissions, and group policies.
• Support Microsoft Teams, Outlook, OneDrive, SharePoint, and Exchange.
• Resolve desktop, laptop, printer, and mobile device issues.
• Perform root cause analysis and implement preventive measures.
• Collaborate with infrastructure, network, security, and application support teams.
• Create knowledge base articles and technical documentation.
• Monitor ticket queues and ensure SLA compliance.
• Support software deployments, patching, and system upgrades.
• Provide technical guidance to L1 analysts.

Required Skills and Experience

• Strong Windows 10/11 administration and troubleshooting knowledge.
• 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 ServiceNow, Remedy, Jira, Ivanti, or comparable ticketing tools.
• Understanding of SCCM, Intune, MECM, or comparable endpoint management tools.
• Familiarity with remote support tools and desktop management.
• Two to five years of relevant service desk, technical support, desktop support, or IT operations experience.
• Strong analytical and problem-solving skills.

Preferred Qualifications

• Bachelor's degree.
• ITIL Foundation certification.
• Microsoft Certified: Modern Desktop Administrator or a related certification.
• Experience supporting enterprise environments.

Working Hours

• The role requires a total of 45 hours per week.
• Normal office hours are 10 hours per day, including an unpaid one-hour break.
• The schedule is determined by the manager and may include morning, evening, or night shifts.
• Rotational or 24x7 support may apply.

Key Competencies

• Advanced troubleshooting, incident and problem management, and escalation management.
• Customer service, communication, collaboration, documentation, and time management.