L2 & L3 Service Desk

Service Desk Engineer (L2/L3)

Location: Hyderabad / Pune
Work Mode: 5 Days Work From Office
Shift: Rotational Shifts
Experience: 4 to 8 Years
Notice Period: Immediate Joiners Preferred

Interview Process

• Round 1: Virtual Interview
• Round 2: Face-to-Face Interview
• Candidates must be based in Hyderabad or Pune and attend the in-person interview at the respective location.

Key Skills

• Service Desk / IT Support (L2/L3)
• Windows 10/11 & Mac OS Support
• Active Directory Administration
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Exchange Online)
• Microsoft Intune
• DNS, DHCP, VPN, TCP/IP
• Incident, Service Request, Change & Problem Management (ITIL)
• ServiceNow, Jira, Remedy, Freshservice, or other ITSM tools
• Hardware & Software Troubleshooting
• SLA & Ticket Management

Responsibilities

• Provide L2/L3 support for end-user incidents and service requests.
• Troubleshoot Windows, Mac, Office 365, Active Directory, Networking, and Intune issues.
• Manage user accounts, permissions, and access requests.
• Handle incidents, changes, problems, and service requests as per ITIL standards.
• Ensure SLA compliance and effective ticket handling.
• Support enterprise users in a fast-paced environment.
• Create knowledge articles and technical documentation.
• Collaborate with internal teams to resolve escalated issues.

Preferred

• Strong communication and troubleshooting skills

Mandatory Requirements

4-8 Years of Service Desk / IT Support Experience
Active Directory & Microsoft 365 Support Experience
Networking Fundamentals (DNS, DHCP, VPN)
Rotational Shift Readiness
Work From Office (Hyderabad/Pune)
Immediate or Early Joiners Preferred