Sr Technical Service Desk Analyst -Level 2

What success looks like in this role:

• Provides Tier 1 and Tier 2 support.
• Troubleshoots and resolves complex issues including:
 o Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and
 o Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment.
• Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
• Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
• Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.

#LI-UG1

You will be successful in this role if you have:

Required Skills

• Strong knowledge of Windows 10/11 administration and troubleshooting.

• Experience supporting Microsoft 365 applications and services.

• Hands-on experience with Active Directory, Azure AD, Entra ID, and Group Policies.

• Knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and network troubleshooting.

• Experience with ticketing tools such as ServiceNow, Remedy, Jira, or Ivanti.

• Understanding of endpoint management tools such as SCCM, Intune, or MECM.

• Familiarity with remote support tools and desktop management.

• Strong analytical and problem-solving skills.

Preferred Qualifications

• Bachelor's degree

• ITIL Foundation Certification preferred.

• Microsoft Certified: Modern Desktop Administrator or related certifications preferred.

• Experience supporting enterprise environments.

Experience

2-5 Years of experience in Service Desk, Technical Support, Desktop Support, or IT Operations via phone, email, chat, and ticketing systems.

Working Hours

Required to work for a total of 45 hours per week. The normal office hours are 10 hours per day, inclusive of unpaid 1 hour break. Your work schedule will be determined as communicated by your manager. You may be required to work on shifts (morning/evening/night shift) as notified to you by your manager.

Key Competencies

• Advanced Troubleshooting

• Incident and Problem Management

• Customer Service Excellence

• Communication Skills

• Team Collaboration

• Documentation Skills

• Time Management

• Escalation Management

• Rotational / 24x7 support environment (if applicable)

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.

If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected]. US job seekers can find more information about Unisys’ EEO commitment here.