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

• Bachelors 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)

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age blood type caste citizenship color disability family medical history family status ethnicity gender gender expression gender identity genetic information marital status national origin parental status pregnancy race religion sex sexual orientation transgender status veteran status or any other category protected by law.

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 . US job seekers can find more information about Unisys EEO commitment here.