L2 Service Desk Professional

Key Responsibilities:
Provide Level 2 and Level 3 technical support to end users via ticketing systems, remote tools, and phone/email
Manage and resolve incidents and service requests using Ticketing, RMM, and MSP tools
Administer Microsoft Intune (MDM) for device enrollment, compliance policies, application deployment, and endpoint security
Support and manage Microsoft 365 services including Exchange Online, Teams, OneDrive, and SharePoint
Handle Azure Active Directory / Entra ID user management, role assignments, and access controls
Configure and troubleshoot Group Policy Objects (GPOs)
Provide support for Azure Virtual Desktop (AVD) environments
Perform basic network troubleshooting (DNS, DHCP, VPN, connectivity issues)
Diagnose and resolve printer-related issues (network local printers)
Deliver high-quality end-user support with clear communication and timely resolution
Escalate complex issues when required and collaborate with L3/Infrastructure teams
Maintain documentation, SOPs, and knowledge base articles

Required Skills Qualifications:
Proven experience in L2/L3 Help Desk or Desktop Support roles
Strong hands-on experience with Intune / MDM
Experience working with Ticketing systems, RMM, and MSP tools
Good knowledge of Microsoft 365 administration
Hands-on experience with Azure AD / Entra ID
Working knowledge of Group Policy management
Experience supporting Azure Virtual Desktop (AVD)
Basic understanding of network troubleshooting concepts
Strong troubleshooting skills for end-user and printer issues
Excellent verbal and written communication skills
Customer-centric approach with strong problem-solving abilities