L2 Service Desk Engineer

L2 Service Desk Engineer – Automation & Intelligent Operations

Key Responsibilities

• Act as the L2 escalation point for all Service Desk incidents, requests, and problem management activities.
• Provide mentorship and cover support for L1 team members during high workload, shift gaps, or priority incidents.
• Design and manage automation workflows using Power Automate, Logic Apps, Azure DevOps pipelines, and RunDeck.
• Develop PowerShell / Python scripts to automate services restarts, user provisioning, configuration checks, and patching.
• Integrate Slack automations (ChatOps) and bot-driven alerts for proactive communication and faster resolutions.
• Implement and maintain xMatters workflows for automated incident escalation and on-call notifications.
• Administer and enhance Zabbix and Grafana dashboards, integrating alerts with automation pipelines for self-remediation.
• Support Intune and Azure AD automation for device compliance, policy enforcement, and identity lifecycle management.
• Collaborate closely with Salesforce Enterprise Platform and Agentforce 360 teams to streamline ITSM workflows and intelligent automation.
• Conduct RCA, document SOPs, and continuously improve the internal knowledge base with reusable playbooks and automation templates.

Required Skills & Experience

2–3 years of experience in IT Service Desk / L2 Operations with a strong automation background.

Hands-on expertise in :

Soft Skills

Why Join Us