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What success looks like in this role: Sr Technical Service Desk Analyst -Level 2 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 suppor
American multinational technology, cloud application and infrastructure services and consulting corporation
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