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About the Role
Level 2 team acts as the core technical team providing SME level support for Desktop support services, ensuring the health index of end-user machines and providing support when required.
Responsibilities
- Provide Incident and change support for Windows servers in a 24x7 service organization.
- Support enterprise-scale multi-domain Windows environments across multi-hosted platform environments.
- Use monitoring tools to oversee multiple Windows systems.
- Utilize reports or create custom reports for capacity analysis and proactive issue troubleshooting.
- Implement and assess Management Suite, resolving technical issues and handling data networks.
- Install, assess, and test desktop software applications.
- Resolve technical issues.
- Extract and drive values from end-user analytics tools like Aternity and Nexthink.
- Supervise junior desktop support engineers and create training guides for new joiners.
- Establish workstations, assess connectivity, and ensure proper functioning.
- Diagnose and resolve software and hardware issues.
- Install connections, computer networks, and cabling for clients.
- Troubleshoot system failures, identify bottlenecks, and improve network efficiency.
- Configure and test software, maintain hardware and peripheral devices.
- Evaluate network performance and identify improvement methods.
- Schedule and maintain upgrades without interference.
- Offer technical expertise to co-workers and create comprehensive instruction manuals.
- Maintain stakeholder relationships and handle escalations as a first and single point of contact.
- Represent stand-up meetings and weekly governance meetings with stakeholders to provide summaries of key activities and continuous improvement initiatives.
- Prepare weekly and monthly reports using ITSM tools like Service Now and convert analytical findings into outcome-driven initiatives.
- Identify opportunities for automation and drive initiatives for tangible outcomes.
- Monitor and report on key metrics.
- Create, update, and maintain standard operating procedures and knowledge base documentation for software deployment, imaging, and patching in ITSM tools.
- Perform KB assessments to ensure high knowledge management maturity.
- Identify PowerShell scripting opportunities to address recurring tasks without manual intervention.
- Create scripts for usual checklist-based troubleshooting steps on user machines.
Requirements
- Strong Windows troubleshooting and problem-solving skills.
- Strong understanding of SCCM / Intune technology and their technology trends.
- Strong experience with Active Directory Services, including Group Policy and other related services.
- Possess a good understanding of ITIL concepts and gain understanding of Service operations activities.
- Maintain team-level accurate records of incidents, resolutions, and procedures.
Skills
- Windows troubleshooting
- Problem-solving
- SCCM
- Intune
- Active Directory Services
- Group Policy
- Incident support
- Change support
- Enterprise scale multi-domain Windows environments
- Monitoring tools
- Capacity analysis
- Management Suite
- Data networks
- Desktop software applications
- End-user analytics tools (Aternity, Nexthink)
- Workstation establishment
- Connectivity assessment
- Software and hardware issue resolution
- Network installation
- Cabling
- System failure troubleshooting
- Network efficiency improvement
- Software configuration
- Hardware maintenance
- Peripheral device maintenance
- Network performance evaluation
- Upgrade scheduling
- Technical expertise sharing
- Instruction manual creation
- Stakeholder relationship management
- Escalation handling
- Stand-up meeting representation
- Governance meeting representation
- Report preparation (Service Now)
- Automation identification
- Key metrics monitoring
- Standard operating procedure creation
- Knowledge base documentation
- KB assessment
- PowerShell scripting
- Consulting skills
- Windows Operating Systems
- Service Now toolset
- Communication skills (written & verbal)
- Exploring alternatives
- Reaching outcomes
- Proficiency in relevant technologies
- Systematic troubleshooting
- Use of monitoring and logging tools
- Script creation for automation
- Log analysis
- System checks
- Script validation
- Client focus
- Team spirit
- Autonomous
- Rigorous
- Mentoring junior engineers
- ITIL concepts
- Service operations activities
- Record keeping
Experience Level
- Grade 2
- Intermediate
- Expert