Service Desk Support Engineer L2

Hello Candidates, Greetings From Hungry Bird IT Consulting Services Pvt Ltd. We are hiring for L2 Service Desk Support Engineer for Our Client. Experience: 3 to 6 years Education: Any Graduate Location: Hyderabad / Bengaluru (also called Bangalore) Shift: 24x7 Rotational Shifts Work Mode: 5 Days Work From Office (WFO) Key Skills & Requirements Proven experience in voice-based (International Voice Support) Service Desk support. Comfortable working in a voice/call support environment. Hands-on experience with ticketing tools, preferably ServiceNow. Strong troubleshooting experience with Outlook, VPN, Citrix, VDI, and Microsoft Office 365. Advanced knowledge of Microsoft Office applications and Office 365. Excellent communication and customer handling skills. Roles & Responsibilities Handle escalated incidents from the Level 1 Service Desk team. Resolve incidents and service requests within defined SLAs. Manage a high volume of inbound user calls (approximately 90% of daily activities). Log, track, and manage incidents using the Incident Management System. Respond to user queries via phone, email, instant messaging, and ticketing systems. Assign incidents to appropriate support teams and ensure timely follow-up until resolution. Diagnose and resolve technical issues through user interaction, log analysis, and troubleshooting. Provide Level 2 remote desktop support and technical assistance in accordance with SOPs. Perform user account administration, including Active Directory-related tasks, and escalate complex issues when required. Configure, troubleshoot, and support PC-based software applications, including Microsoft Office, Outlook, and related productivity tools. Troubleshoot client-side software and basic network connectivity issues. Prioritize customer issues and ensure timely resolution. Assist in user training and contribute to knowledge base documentation when required. Ensure compliance with quality standards, regulatory requirements, and organizational policies. Drive customer satisfaction by improving resolution rates, maintaining low AHT, and minimizing ticket reopen and rejection rates. Maintain accurate work logs, follow escalation procedures, and manage support queues efficiently to ensure timely ticket closure. (Interested candidates can share their CV with us at aradhana@hungrybird.in or reach us at +91 9959417171.) PLEASE MENTION THE RELEVANT POSITION IN THE SUBJECT LINE OF THE EMAIL. Example: KRISHNA, HR MANAGER, 7 YEARS, 20 20DAYS NOTICE. Name: Position applying for: Total experience: Notice period: Current Salary: Expected Salary: Thanks Regards, Aradhana +91 9959417171 (Only WhatsApp)