Sr Technical Service Desk Analyst -Level 2
Unisys · Hyderabad · onsite · Posted 52d ago
Not disclosed2–5 yrsfulltimeSourced from
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About this role
What Success Looks Like In This Role
o Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment.
Required Skills
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
Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.
If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [HIDDEN TEXT]. US job seekers can find more information about Unisys EEO commitment here.
- Provides Tier 1 and Tier 2 support.
- Troubleshoots and resolves complex issues including:
o Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment.
- Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
- Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
- Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
- Utilizes problem solving and analytical skills to effectively resolve challenging incidents.
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.
- Bachelor's degree
- ITIL Foundation Certification preferred.
- Microsoft Certified: Modern Desktop Administrator or related certifications preferred.
- Experience supporting enterprise environments.
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)
Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.
If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [HIDDEN TEXT]. US job seekers can find more information about Unisys EEO commitment here.
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Skills
VPNMicrosoft 365 applications and servicesWiFiServicenowDNSActive DirectoryDHCPTCP/IPRemedyIntuneSCCMEntra IdAzure ADGroup PoliciesRemote support toolsIvantiMECMDesktop ManagementJira AtlassianNetwork TroubleshootingWindows 10 11 administration and troubleshooting
About Unisys
Unisys
Blue Bell
US
About
Unisys is a worldwide information technology company. We provide a portfolio of IT services, software, and technology that solves critical problems for clients. We specialize in helping clients secure their operations, increase the efficiency and utilization of their data centers, enhance support to their end users and constituents, and modernize their enterprise applications. To provide these services and solutions, we bring together offerings and capabilities in outsourcing services, systems integration and consulting services, infrastructure services, maintenance services, and high-end server technology.
Unisys India was established in 2004 in Bangalore. We have strengthened tremendously in terms of headcount and infrastructure, as well as capabilities to become an integral part of the Unisys global delivery organization. Today, we have three state-of-the-art facilities - two in Bangalore and one in Hyderabad.
At Unisys India you will see a representation from most functions of Unisys. Be it product development for Systems & Technology, application design and migration for Global Industries, service desk / enterprise computing / ITIL processes / field operations back office for GOIS or extensions of various Unisys corporate functions. We are here today because of our relentless efforts towards timely, quality and cost efficient deliveries, all meant to drive a high level of customer satisfaction at a compelling cost.
A unique blend of mature processes, high focus on tools and, above all a team of highly talented and motivated employees play a critical role in making this possible. We are poised to play an increasingly important role in Unisys journey towards predictable and profitable growth. You could be a part of this change. Imagine It. Done.
For more information, visit http://www.unisys.com
Unisys India was established in 2004 in Bangalore. We have strengthened tremendously in terms of headcount and infrastructure, as well as capabilities to become an integral part of the Unisys global delivery organization. Today, we have three state-of-the-art facilities - two in Bangalore and one in Hyderabad.
At Unisys India you will see a representation from most functions of Unisys. Be it product development for Systems & Technology, application design and migration for Global Industries, service desk / enterprise computing / ITIL processes / field operations back office for GOIS or extensions of various Unisys corporate functions. We are here today because of our relentless efforts towards timely, quality and cost efficient deliveries, all meant to drive a high level of customer satisfaction at a compelling cost.
A unique blend of mature processes, high focus on tools and, above all a team of highly talented and motivated employees play a critical role in making this possible. We are poised to play an increasingly important role in Unisys journey towards predictable and profitable growth. You could be a part of this change. Imagine It. Done.
For more information, visit http://www.unisys.com
Industries
Business DevelopmentInformation ServicesInformation TechnologyManagement Information SystemsSoftware