Job Description

Job Summary

• Handle escalated incidents from the Level 1 Service Desk team.
• Resolve incidents and service requests within defined SLAs.
• Provide Level 2 technical support through phone, email, chat, and remote desktop tools.
• Log, track, and manage incidents using ServiceNow or other ITSM tools.
• Troubleshoot and resolve issues related to Microsoft Windows 10/11 and Microsoft Office 365.
• Provide technical support for Outlook, Teams, OneDrive, and Microsoft Office applications.
• Troubleshoot Citrix Virtual Apps & Desktops issues, including session launch failures, profile loading issues, printer mapping, and application access problems.
• Support VPN connectivity issues, including user authentication failures, MFA-related problems, network access, and remote connectivity troubleshooting.
• Diagnose and resolve Remote Desktop Services (RDS) issues such as RDP login failures, disconnected sessions, session freezes, licensing issues, and remote application access.
• Monitor and troubleshoot system performance issues, including slow boot, high CPU/RAM usage, disk space utilization, application slowness, and startup delays.
• Perform Active Directory user administration, including password resets, account unlocks, group membership changes, and user provisioning/deprovisioning.
• Troubleshoot client-side software installation, configuration, and update issues.
• Resolve basic network connectivity issues involving DNS, DHCP, TCP/IP, LAN/Wi-Fi, and printer connectivity.
• Configure and support desktops, laptops, peripherals, and remote users.
• Escalate complex incidents to Level 3 or infrastructure teams when required.
• Document troubleshooting steps and maintain knowledge base articles.
• Ensure compliance with ITIL processes, SOPs, and security policies.
• Maintain accurate work logs and ensure timely ticket closure while meeting SLA targets.
• Drive customer satisfaction by improving First Call Resolution (FCR), reducing ticket reopen rates, and maintaining quality standards.

Key Responsibilities

Key Skills

• Service Desk L2 / IT Help Desk Support
• ServiceNow or other ITSM tools
• Microsoft Office 365 & Outlook
• Active Directory
• Citrix Virtual Apps & Desktops
• VPN Support
• Remote Desktop Services (RDS)
• Windows 10/11 Administration
• System Performance Troubleshooting
• Basic Networking (DNS, DHCP, TCP/IP)
• Remote Desktop Support
• Incident & Problem Management
• ITIL Foundation (preferred)
• Excellent communication and customer support skills

Skill Requirements

Other Requirements