Senior Help Desk Associate

Job Description Senior Associate IT Helpdesk (L2)

Location: Hyderabad, India Department: Information Technology Experience: 4- 6 Years Role: L2 Support & Implementation Position Summary We are looking for a Senior Associate IT Helpdesk to provide Level 2 technical support, guide the LI Helpdesk team, and support day-to-day Microsoft 365, Identity, Endpoint and Security operations. The role will also Support new hire/termination activities and IT implementations. Key Responsibilities Handle and resolve L2 technical issues escalated by the LI Helpdesk team. Troubleshoot Windows 11 & iOS, Microsoft 365, Outlook, Teams, OneDrive and other end-user issues. Guide LI technicians on troubleshooting, ticket resolution and escalation. Support new-hire and termination/offboarding activities, including accounts, licenses, access, devices and applications. Administer and troubleshoot Microsoft Entra ID / Azure AD, including users, groups, MFA, SSO and authentication issues. Support Conditional Access and risk-based policies and troubleshoot access- related issues. Manage and monitor Microsoft Intune device compliance, policies, applications and device enrollment . Work with Microsoft Defender XDR to review alerts/incidents, investigate endpoint issues and perform approved remediation activities. Participate in IT implementations, upgrades, migrations and technology rollouts. Use PowerShell for basic administration, reporting and automation. Manage tickets through ServiceNow or similar ITSM tools and ensure SLA compliance. Technical & Professional Skills Administration and troubleshooting across Exchange Online, Teams, SharePoint Online, OneDrive for Business, and Outlook. Microsoft Entra ID (Azure AD), Active Directory, MFA, Conditional Access, SSO, and RBAC. Microsoft Intune (MDM/MAM), Windows Autopilot, compliance policies, configuration profiles, and device lifecycle management. Microsoft Defender, endpoint security, device compliance, vulnerability remediation, and security best practices. Windows 10/11 , macOS, iOS/Android support, VPN, DNS, DHCP, TCP/IP, and wireless connectivity. ServiceDesk Plus, full incident/change management lifecycles, and SLA-drive