Technical ServiceDesk L2, Santacruz

Role & responsibilities

• Provide L2 technical support for Microsoft technologies, Windows OS, and end-user computing issues.
• Troubleshoot Active Directory, user accounts, password resets, and access-related issues.
• Configure and troubleshoot Microsoft Outlook, Office 365/Microsoft 365, and email-related issues.
• Support virtual desktop infrastructure (VDI) and Citrix environments.
• Troubleshoot DHCP, DNS, network connectivity, and remote access issues.
• Manage incidents and service requests using ticketing tools, ensuring SLA compliance.
• Provide remote technical support and resolve escalated issues within defined timelines.
• Maintain proper documentation of incidents, resolutions, and troubleshooting steps.
• Coordinate with L3 teams and other IT teams for complex technical issues.

Preferred candidate profile

• Hands-on experience in L2 Technical Service Desk / Desktop Support.
• Strong knowledge of Microsoft technologies, Windows OS, Active Directory, and Microsoft 365.
• Experience with Outlook configuration and troubleshooting.
• Knowledge of VDI and Citrix environments.
• Understanding of DHCP, DNS, and basic networking.
• Experience with ITSM/ticketing tools, incident management, and SLA management.
• Good troubleshooting, communication, and customer service skills.

Perks and benefits