Sr Technical Service Desk Analyst -Level 2

What success looks like in this role: 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. You will be successful in this role if you have: 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)