Job Summary
Job Title: IT Service Desk and Command Center L2 Support Analyst Shift: Rotational (24x7 Support) Experience: 4–8 Years Purpose of the Role (L2 Service Desk): Provide 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. Key Responsibilities: Provide Level 2 remote support for escalated incidents and service requests via phone, email, chat, and ITSM tool queues. Perform advanced diagnosis and resolution for hardware, software, operating system, collaboration tools, and network/connectivity issues; identify root cause and apply permanent fixes where possible. Meet SLA/OLA targets for response and resolution, maintain high technical quality, and minimize repeat incidents, rejected resolutions, and reopened cases. Own tickets end-to-end: update worklogs, capture troubleshooting steps, provide timely user/stakeholder updates, and follow defined escalation and handover procedures. Monitor infrastructure using tools like SolarWinds, SCOM, Netcool, etc. Place devices in maintenance mode, schedule maintenance, and monitor alerts/events. Act as the first point of contact for incident detection and escalation. Trigger critical incident management processes and notify stakeholders. Escalate unresolved issues to L2/L3 teams as per defined procedures. Maintain high login efficiency and availability during shifts. Monitor and execute job schedules using tools like Control-M or Autosys. Start/stop and monitor backup jobs using tools like Avamar, Networker, or Veritas NetBackup. Generate and analyze operational reports and dashboards. Adhere to voice, accent, and technical quality standards. Ensure compliance with regulatory requirements and internal policies. Minimize rejected resolutions and reopened cases. Contribute to knowledge base updates and process documentation. Assist in creating Root Cause Analysis (RCA) reports. Identify and report inconsistencies in monitoring configurations and alert thresholds. Support the team lead in updating runbooks and process documents. Required Skills & Competencies: Strong verbal and written communication. Active listening, effective questioning, and clear documentation. Proficient in verbal, non-verbal, and written communication. Technical Knowledge: Basic understanding of Windows/Unix Servers, Active Directory, Networking, Databases, Storage & Backup. Familiarity with ITSM tools (e.g., ServiceNow, Remedy). Experience with monitoring tools (e.g., SolarWinds, SCOM). Knowledge of job scheduling tools (e.g., Control-M, Autosys). Communication Skills: Bachelor’s Degree (B.Sc.) or Diploma in Information Technology (3–4 years post high school). Preferred Certifications: ITIL Foundation (mandatory), MCP, MCSA, MCSE, CCNA, RHCE. 4-8 years of experience in IT infrastructure monitoring and L2 support.
Key Responsibilities
Job Title: IT Service Desk and Command Center L2 Support Analyst Shift: Rotational (24x7 Support) Experience: 4–8 Years Purpose of the Role (L2 Service Desk): Provide 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. Key Responsibilities: Provide Level 2 remote support for escalated incidents and service requests via phone, email, chat, and ITSM tool queues. Perform advanced diagnosis and resolution for hardware, software, operating system, collaboration tools, and network/connectivity issues; identify root cause and apply permanent fixes where possible. Meet SLA/OLA targets for response and resolution, maintain high technical quality, and minimize repeat incidents, rejected resolutions, and reopened cases. Own tickets end-to-end: update worklogs, capture troubleshooting steps, provide timely user/stakeholder updates, and follow defined escalation and handover procedures. Monitor infrastructure using tools like SolarWinds, SCOM, Netcool, etc. Place devices in maintenance mode, schedule maintenance, and monitor alerts/events. Act as the first point of contact for incident detection and escalation. Trigger critical incident management processes and notify stakeholders. Escalate unresolved issues to L2/L3 teams as per defined procedures. Maintain high login efficiency and availability during shifts. Monitor and execute job schedules using tools like Control-M or Autosys. Start/stop and monitor backup jobs using tools like Avamar, Networker, or Veritas NetBackup. Generate and analyze operational reports and dashboards. Adhere to voice, accent, and technical quality standards. Ensure compliance with regulatory requirements and internal policies. Minimize rejected resolutions and reopened cases. Contribute to knowledge base updates and process documentation. Assist in creating Root Cause Analysis (RCA) reports. Identify and report inconsistencies in monitoring configurations and alert thresholds. Support the team lead in updating runbooks and process documents. Required Skills & Competencies: Strong verbal and written communication. Active listening, effective questioning, and clear documentation. Proficient in verbal, non-verbal, and written communication. Technical Knowledge: Basic understanding of Windows/Unix Servers, Active Directory, Networking, Databases, Storage & Backup. Familiarity with ITSM tools (e.g., ServiceNow, Remedy). Experience with monitoring tools (e.g., SolarWinds, SCOM). Knowledge of job scheduling tools (e.g., Control-M, Autosys). Communication Skills: Bachelor’s Degree (B.Sc.) or Diploma in Information Technology (3–4 years post high school). Preferred Certifications: ITIL Foundation (mandatory), MCP, MCSA, MCSE, CCNA, RHCE. 4-8 years of experience in IT infrastructure monitoring and L2 support.
Skill Requirements
Job Title: IT Service Desk and Command Center L2 Support Analyst Shift: Rotational (24x7 Support) Experience: 4–8 Years Purpose of the Role (L2 Service Desk): Provide 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. Key Responsibilities: Provide Level 2 remote support for escalated incidents and service requests via phone, email, chat, and ITSM tool queues. Perform advanced diagnosis and resolution for hardware, software, operating system, collaboration tools, and network/connectivity issues; identify root cause and apply permanent fixes where possible. Meet SLA/OLA targets for response and resolution, maintain high technical quality, and minimize repeat incidents, rejected resolutions, and reopened cases. Own tickets end-to-end: update worklogs, capture troubleshooting steps, provide timely user/stakeholder updates, and follow defined escalation and handover procedures. Monitor infrastructure using tools like SolarWinds, SCOM, Netcool, etc. Place devices in maintenance mode, schedule maintenance, and monitor alerts/events. Act as the first point of contact for incident detection and escalation. Trigger critical incident management processes and notify stakeholders. Escalate unresolved issues to L2/L3 teams as per defined procedures. Maintain high login efficiency and availability during shifts. Monitor and execute job schedules using tools like Control-M or Autosys. Start/stop and monitor backup jobs using tools like Avamar, Networker, or Veritas NetBackup. Generate and analyze operational reports and dashboards. Adhere to voice, accent, and technical quality standards. Ensure compliance with regulatory requirements and internal policies. Minimize rejected resolutions and reopened cases. Contribute to knowledge base updates and process documentation. Assist in creating Root Cause Analysis (RCA) reports. Identify and report inconsistencies in monitoring configurations and alert thresholds. Support the team lead in updating runbooks and process documents. Required Skills & Competencies: Strong verbal and written communication. Active listening, effective questioning, and clear documentation. Proficient in verbal, non-verbal, and written communication. Technical Knowledge: Basic understanding of Windows/Unix Servers, Active Directory, Networking, Databases, Storage & Backup. Familiarity with ITSM tools (e.g., ServiceNow, Remedy). Experience with monitoring tools (e.g., SolarWinds, SCOM). Knowledge of job scheduling tools (e.g., Control-M, Autosys). Communication Skills: Bachelor’s Degree (B.Sc.) or Diploma in Information Technology (3–4 years post high school). Preferred Certifications: ITIL Foundation (mandatory), MCP, MCSA, MCSE, CCNA, RHCE. 4-8 years of experience in IT infrastructure monitoring and L2 support.
Other Requirements
Job Title: IT Service Desk and Command Center L2 Support Analyst Shift: Rotational (24x7 Support) Experience: 4–8 Years Purpose of the Role (L2 Service Desk): Provide 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. Key Responsibilities: Provide Level 2 remote support for escalated incidents and service requests via phone, email, chat, and ITSM tool queues. Perform advanced diagnosis and resolution for hardware, software, operating system, collaboration tools, and network/connectivity issues; identify root cause and apply permanent fixes where possible. Meet SLA/OLA targets for response and resolution, maintain high technical quality, and minimize repeat incidents, rejected resolutions, and reopened cases. Own tickets end-to-end: update worklogs, capture troubleshooting steps, provide timely user/stakeholder updates, and follow defined escalation and handover procedures. Monitor infrastructure using tools like SolarWinds, SCOM, Netcool, etc. Place devices in maintenance mode, schedule maintenance, and monitor alerts/events. Act as the first point of contact for incident detection and escalation. Trigger critical incident management processes and notify stakeholders. Escalate unresolved issues to L2/L3 teams as per defined procedures. Maintain high login efficiency and availability during shifts. Monitor and execute job schedules using tools like Control-M or Autosys. Start/stop and monitor backup jobs using tools like Avamar, Networker, or Veritas NetBackup. Generate and analyze operational reports and dashboards. Adhere to voice, accent, and technical quality standards. Ensure compliance with regulatory requirements and internal policies. Minimize rejected resolutions and reopened cases. Contribute to knowledge base updates and process documentation. Assist in creating Root Cause Analysis (RCA) reports. Identify and report inconsistencies in monitoring configurations and alert thresholds. Support the team lead in updating runbooks and process documents. Required Skills & Competencies: Strong verbal and written communication. Active listening, effective questioning, and clear documentation. Proficient in verbal, non-verbal, and written communication. Technical Knowledge: Basic understanding of Windows/Unix Servers, Active Directory, Networking, Databases, Storage & Backup. Familiarity with ITSM tools (e.g., ServiceNow, Remedy). Experience with monitoring tools (e.g., SolarWinds, SCOM). Knowledge of job scheduling tools (e.g., Control-M, Autosys). Communication Skills: Bachelor’s Degree (B.Sc.) or Diploma in Information Technology (3–4 years post high school). Preferred Certifications: ITIL Foundation (mandatory), MCP, MCSA, MCSE, CCNA, RHCE. 4-8 years of experience in IT infrastructure monitoring and L2 support.