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L2 Service Desk Engineer

L2 Service Desk Engineer

EvonSysHyderabad, Telangana, India
1 day ago
Job description

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 :

  • Automation & Orchestration : Power Automate, Logic Apps, Azure DevOps, RunDeck, Ansible related Automation
  • Cloud & Endpoint : Microsoft 365, Intune, Azure AD, Exchange Online
  • Monitoring & Observability : DataDog, Dynatrace and Zabbix
  • Networking : Cisco Meraki and VPN, firewall, and routing basics
  • Scripting : PowerShell, Python, REST API integrations
  • Collaboration & ChatOps : Slack administration and automation
  • CRM & Platform Integration : Salesforce Enterprise, Agentforce 360 Platform knowledge (added advantage)

    • Soft Skills

  • Fluent in English, with excellent verbal and written communication.
  • Strong interpersonal and collaboration skills across distributed global teams.
  • Ability to perform effectively in a 24×7 high-pressure environment with shifting priorities.
  • Analytical, process-oriented, and highly proactive in problem-solving.
  • Strong sense of ownership, accountability, and commitment to continuous improvement.
  • High emotional intelligence and tact in handling sensitive or high-impact issues.
  • Strong collaboration and stakeholder management skills.
  • Curiosity-driven and adaptable to evolving technologies and tools

    • Why Join Us

  • Be part of a global automation-first operations culture.
  • Work with next-generation platforms combining ITSM, AIOps, and intelligent automation.
  • Collaborate with high-impact teams driving digital service transformation.
  • Gain cross-domain exposure (Cloud, Security, Network, Automation) and continuous growth opportunities.
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    Service Desk Engineer • Hyderabad, Telangana, India