Job Summary

IT Service Desk and Command Center L2 Support Analyst\r\nShift: Rotational (24x7 Support)\r\nExperience: 4–8 Years\r\n \r\nPurpose of the Role (L2 Service Desk):\r\nProvide 24x7 Level 2 (L2) Service Desk support via phone, chat, email, and self-service queues by taking ownership of escalated tickets, performing advanced troubleshooting, restoring service within SLA, and coordinating with resolver groups (L3/vendors) through to resolution. The role focuses on deep-dive diagnosis of end-user and workplace technology issues, accurate documentation, knowledge creation, and driving reduction of repeats through problem management and continuous improvement.\r\nKey Responsibilities:\r\nProvide Level 2 remote support for escalated incidents and service requests via phone, email, chat, and ITSM tool queues.\r\nPerform advanced diagnosis and resolution for hardware, software, operating system, collaboration tools, and network/connectivity issues; identify root cause and apply permanent fixes where possible.\r\nMeet SLA/OLA targets for response and resolution, maintain high technical quality, and minimize repeat incidents, rejected resolutions, and reopened cases.\r\nOwn tickets end-to-end: update worklogs, capture troubleshooting steps, provide timely user/stakeholder updates, and follow defined escalation and handover procedures.\r\nMonitor infrastructure using tools like SolarWinds, SCOM, Netcool, etc.\r\nPlace devices in maintenance mode, schedule maintenance, and monitor alerts/events.\r\nAct as the first point of contact for incident detection and escalation.\r\nTrigger critical incident management processes and notify stakeholders.\r\nEscalate unresolved issues to L2/L3 teams as per defined procedures.\r\nMaintain high login efficiency and availability during shifts.\r\nMonitor and execute job schedules using tools like Control-M or Autosys.\r\nStart/stop and monitor backup jobs using tools like Avamar, Networker, or Veritas NetBackup.\r\nGenerate and analyze operational reports and dashboards.\r\nAdhere to voice, accent, and technical quality standards.\r\nEnsure compliance with regulatory requirements and internal policies.\r\nMinimize rejected resolutions and reopened cases.\r\nContribute to knowledge base updates and process documentation.\r\nAssist in creating Root Cause Analysis (RCA) reports.\r\nIdentify and report inconsistencies in monitoring configurations and alert thresholds.\r\nSupport the team lead in updating runbooks and process documents.\r\n \r\nRequired Skills & Competencies:\r\nStrong verbal and written communication.\r\nActive listening, effective questioning, and clear documentation.\r\nProficient in verbal, non-verbal, and written communication.\r\nTechnical Knowledge:\r\nBasic understanding of Windows/Unix Servers, Active Directory, Networking, Databases, Storage & Backup.\r\nFamiliarity with ITSM tools (e.g., ServiceNow, Remedy).\r\nExperience with monitoring tools (e.g., SolarWinds, SCOM).\r\nKnowledge of job scheduling tools (e.g., Control-M, Autosys).\r\n \r\nCommunication Skills:\r\nBachelor’s Degree (B.Sc.) or Diploma in Information Technology (3–4 years post high school).\r\nPreferred Certifications: ITIL Foundation (mandatory), MCP, MCSA, MCSE, CCNA, RHCE.\r\n4-8 years of experience in IT infrastructure monitoring and L2 support.\r\n

Key Responsibilities

IT Service Desk and Command Center L2 Support Analyst\r\nShift: Rotational (24x7 Support)\r\nExperience: 4–8 Years\r\n \r\nPurpose of the Role (L2 Service Desk):\r\nProvide 24x7 Level 2 (L2) Service Desk support via phone, chat, email, and self-service queues by taking ownership of escalated tickets, performing advanced troubleshooting, restoring service within SLA, and coordinating with resolver groups (L3/vendors) through to resolution. The role focuses on deep-dive diagnosis of end-user and workplace technology issues, accurate documentation, knowledge creation, and driving reduction of repeats through problem management and continuous improvement.\r\nKey Responsibilities:\r\nProvide Level 2 remote support for escalated incidents and service requests via phone, email, chat, and ITSM tool queues.\r\nPerform advanced diagnosis and resolution for hardware, software, operating system, collaboration tools, and network/connectivity issues; identify root cause and apply permanent fixes where possible.\r\nMeet SLA/OLA targets for response and resolution, maintain high technical quality, and minimize repeat incidents, rejected resolutions, and reopened cases.\r\nOwn tickets end-to-end: update worklogs, capture troubleshooting steps, provide timely user/stakeholder updates, and follow defined escalation and handover procedures.\r\nMonitor infrastructure using tools like SolarWinds, SCOM, Netcool, etc.\r\nPlace devices in maintenance mode, schedule maintenance, and monitor alerts/events.\r\nAct as the first point of contact for incident detection and escalation.\r\nTrigger critical incident management processes and notify stakeholders.\r\nEscalate unresolved issues to L2/L3 teams as per defined procedures.\r\nMaintain high login efficiency and availability during shifts.\r\nMonitor and execute job schedules using tools like Control-M or Autosys.\r\nStart/stop and monitor backup jobs using tools like Avamar, Networker, or Veritas NetBackup.\r\nGenerate and analyze operational reports and dashboards.\r\nAdhere to voice, accent, and technical quality standards.\r\nEnsure compliance with regulatory requirements and internal policies.\r\nMinimize rejected resolutions and reopened cases.\r\nContribute to knowledge base updates and process documentation.\r\nAssist in creating Root Cause Analysis (RCA) reports.\r\nIdentify and report inconsistencies in monitoring configurations and alert thresholds.\r\nSupport the team lead in updating runbooks and process documents.\r\n \r\nRequired Skills & Competencies:\r\nStrong verbal and written communication.\r\nActive listening, effective questioning, and clear documentation.\r\nProficient in verbal, non-verbal, and written communication.\r\nTechnical Knowledge:\r\nBasic understanding of Windows/Unix Servers, Active Directory, Networking, Databases, Storage & Backup.\r\nFamiliarity with ITSM tools (e.g., ServiceNow, Remedy).\r\nExperience with monitoring tools (e.g., SolarWinds, SCOM).\r\nKnowledge of job scheduling tools (e.g., Control-M, Autosys).\r\n \r\nCommunication Skills:\r\nBachelor’s Degree (B.Sc.) or Diploma in Information Technology (3–4 years post high school).\r\nPreferred Certifications: ITIL Foundation (mandatory), MCP, MCSA, MCSE, CCNA, RHCE.\r\n4-8 years of experience in IT infrastructure monitoring and L2 support.\r\n

Skill Requirements

IT Service Desk and Command Center L2 Support Analyst\r\nShift: Rotational (24x7 Support)\r\nExperience: 4–8 Years\r\n \r\nPurpose of the Role (L2 Service Desk):\r\nProvide 24x7 Level 2 (L2) Service Desk support via phone, chat, email, and self-service queues by taking ownership of escalated tickets, performing advanced troubleshooting, restoring service within SLA, and coordinating with resolver groups (L3/vendors) through to resolution. The role focuses on deep-dive diagnosis of end-user and workplace technology issues, accurate documentation, knowledge creation, and driving reduction of repeats through problem management and continuous improvement.\r\nKey Responsibilities:\r\nProvide Level 2 remote support for escalated incidents and service requests via phone, email, chat, and ITSM tool queues.\r\nPerform advanced diagnosis and resolution for hardware, software, operating system, collaboration tools, and network/connectivity issues; identify root cause and apply permanent fixes where possible.\r\nMeet SLA/OLA targets for response and resolution, maintain high technical quality, and minimize repeat incidents, rejected resolutions, and reopened cases.\r\nOwn tickets end-to-end: update worklogs, capture troubleshooting steps, provide timely user/stakeholder updates, and follow defined escalation and handover procedures.\r\nMonitor infrastructure using tools like SolarWinds, SCOM, Netcool, etc.\r\nPlace devices in maintenance mode, schedule maintenance, and monitor alerts/events.\r\nAct as the first point of contact for incident detection and escalation.\r\nTrigger critical incident management processes and notify stakeholders.\r\nEscalate unresolved issues to L2/L3 teams as per defined procedures.\r\nMaintain high login efficiency and availability during shifts.\r\nMonitor and execute job schedules using tools like Control-M or Autosys.\r\nStart/stop and monitor backup jobs using tools like Avamar, Networker, or Veritas NetBackup.\r\nGenerate and analyze operational reports and dashboards.\r\nAdhere to voice, accent, and technical quality standards.\r\nEnsure compliance with regulatory requirements and internal policies.\r\nMinimize rejected resolutions and reopened cases.\r\nContribute to knowledge base updates and process documentation.\r\nAssist in creating Root Cause Analysis (RCA) reports.\r\nIdentify and report inconsistencies in monitoring configurations and alert thresholds.\r\nSupport the team lead in updating runbooks and process documents.\r\n \r\nRequired Skills & Competencies:\r\nStrong verbal and written communication.\r\nActive listening, effective questioning, and clear documentation.\r\nProficient in verbal, non-verbal, and written communication.\r\nTechnical Knowledge:\r\nBasic understanding of Windows/Unix Servers, Active Directory, Networking, Databases, Storage & Backup.\r\nFamiliarity with ITSM tools (e.g., ServiceNow, Remedy).\r\nExperience with monitoring tools (e.g., SolarWinds, SCOM).\r\nKnowledge of job scheduling tools (e.g., Control-M, Autosys).\r\n \r\nCommunication Skills:\r\nBachelor’s Degree (B.Sc.) or Diploma in Information Technology (3–4 years post high school).\r\nPreferred Certifications: ITIL Foundation (mandatory), MCP, MCSA, MCSE, CCNA, RHCE.\r\n4-8 years of experience in IT infrastructure monitoring and L2 support.\r\n

Other Requirements

IT Service Desk and Command Center L2 Support Analyst\r\nShift: Rotational (24x7 Support)\r\nExperience: 4–8 Years\r\n \r\nPurpose of the Role (L2 Service Desk):\r\nProvide 24x7 Level 2 (L2) Service Desk support via phone, chat, email, and self-service queues by taking ownership of escalated tickets, performing advanced troubleshooting, restoring service within SLA, and coordinating with resolver groups (L3/vendors) through to resolution. The role focuses on deep-dive diagnosis of end-user and workplace technology issues, accurate documentation, knowledge creation, and driving reduction of repeats through problem management and continuous improvement.\r\nKey Responsibilities:\r\nProvide Level 2 remote support for escalated incidents and service requests via phone, email, chat, and ITSM tool queues.\r\nPerform advanced diagnosis and resolution for hardware, software, operating system, collaboration tools, and network/connectivity issues; identify root cause and apply permanent fixes where possible.\r\nMeet SLA/OLA targets for response and resolution, maintain high technical quality, and minimize repeat incidents, rejected resolutions, and reopened cases.\r\nOwn tickets end-to-end: update worklogs, capture troubleshooting steps, provide timely user/stakeholder updates, and follow defined escalation and handover procedures.\r\nMonitor infrastructure using tools like SolarWinds, SCOM, Netcool, etc.\r\nPlace devices in maintenance mode, schedule maintenance, and monitor alerts/events.\r\nAct as the first point of contact for incident detection and escalation.\r\nTrigger critical incident management processes and notify stakeholders.\r\nEscalate unresolved issues to L2/L3 teams as per defined procedures.\r\nMaintain high login efficiency and availability during shifts.\r\nMonitor and execute job schedules using tools like Control-M or Autosys.\r\nStart/stop and monitor backup jobs using tools like Avamar, Networker, or Veritas NetBackup.\r\nGenerate and analyze operational reports and dashboards.\r\nAdhere to voice, accent, and technical quality standards.\r\nEnsure compliance with regulatory requirements and internal policies.\r\nMinimize rejected resolutions and reopened cases.\r\nContribute to knowledge base updates and process documentation.\r\nAssist in creating Root Cause Analysis (RCA) reports.\r\nIdentify and report inconsistencies in monitoring configurations and alert thresholds.\r\nSupport the team lead in updating runbooks and process documents.\r\n \r\nRequired Skills & Competencies:\r\nStrong verbal and written communication.\r\nActive listening, effective questioning, and clear documentation.\r\nProficient in verbal, non-verbal, and written communication.\r\nTechnical Knowledge:\r\nBasic understanding of Windows/Unix Servers, Active Directory, Networking, Databases, Storage & Backup.\r\nFamiliarity with ITSM tools (e.g., ServiceNow, Remedy).\r\nExperience with monitoring tools (e.g., SolarWinds, SCOM).\r\nKnowledge of job scheduling tools (e.g., Control-M, Autosys).\r\n \r\nCommunication Skills:\r\nBachelor’s Degree (B.Sc.) or Diploma in Information Technology (3–4 years post high school).\r\nPreferred Certifications: ITIL Foundation (mandatory), MCP, MCSA, MCSE, CCNA, RHCE.\r\n4-8 years of experience in IT infrastructure monitoring and L2 support.\r\n