Support Analyst Level 2 (Offshore)

About the role

The Managed Services Practice is seeking a Level 2 Support Analyst to provide advanced desktop and user support for its offshore client base. You will act as the escalation point for Level 1 tickets, resolve complex technical issues, and help maintain core infrastructure components.

Key responsibilities

• Deliver advanced support for desktops, laptops, printers and peripheral devices.
• Serve as escalation point for Level 1 incidents, ensuring timely resolution.
• Troubleshoot hardware, operating system and standard application problems.
• Manage user accounts, permissions and profiles in Active Directory and other enterprise systems.
• Perform routine server checks, patching, monitoring and backup tasks.
• Install, configure and update software applications across end‑user devices.
• Apply security updates and ensure compliance with security policies.
• Document incidents, resolutions and system changes accurately.
• Collaborate with other support teams to maintain seamless service delivery.
• Monitor alerts for critical systems and respond within defined SLAs.

Required profile

• Strong ability to troubleshoot and resolve desktop, application and user‑related issues while handling multiple priorities.
• Practical understanding of ITIL principles applied to incident, request and problem management.
• Experience with Microsoft 365 and basic cloud concepts; Azure knowledge is a plus.
• Good communication skills and a commitment to delivering timely, effective solutions.

Required skills

• Active Directory account management
• Microsoft 365 administration
• Basic Azure cloud concepts
• ITIL incident and problem management
• Hardware and software troubleshooting
• Server patching, monitoring and backup procedures