Service Desk Support Specialist

Job Details:

The Service Desk Support Specialist is responsible for providing Tier 2 technical support across end-user devices, enterprise applications, and hybrid infrastructure. This role focuses on troubleshooting complex issues, supporting Microsoft 365 and identity services, and ensuring a high level of customer satisfaction while contributing to operational stability and continuous improvement.

Key Responsibilities

• Troubleshoot simple and complex Windows desktop, laptop, and mobile device issues
• Support Microsoft 365 services, including:
  • Outlook and Exchange Online (mail flow, profiles, permissions)
  • Microsoft Teams (calling, meetings, client issues)
  • OneDrive and SharePoint Online (sync, access, permissions)
• Resolve identity and authentication issues (password resets, MFA, conditional access)
• Troubleshoot VPN, remote access, and hybrid connectivity issues
• Manage user accounts, security groups, and permissions in:
  • On-prem Active Directory
  • Azure AD / Microsoft Entra ID
• Support user lifecycle processes (onboarding, role changes, offboarding)
• Assist with Hybrid Azure AD Join and device registration issues
• Support administration and monitoring of:
  • Windows Server (on-prem)
  • Azure and Microsoft 365 services
• Monitor and support:
  • Azure AD Connect
  • On-prem AD
  • File and print services
  • Backup and recovery jobs
• Apply patches, updates, and configuration changes following change management procedures
• Support virtualization platforms (Hyper-V) as needed
• Maintain system documentation and asset inventories

Operational & Security Responsibilities

• Identify recurring issues and contribute to root cause analysis
• Support security initiatives (phishing response, account compromise remediation, access reviews)
• Participate in after-hours or on-call rotations as required

Required Qualifications

• 2–4 years of experience in Tier 2 helpdesk, technical support, or junior systems administration roles
• Strong experience supporting Windows endpoints in an enterprise environment
• Working knowledge of Microsoft 365 and hybrid identity concepts
• Hands-on experience with Active Directory user and group management
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Experience using ticketing systems and documenting technical solutions
• Strong communication and customer service skills

Preferred Qualifications

• Experience with Microsoft Entra ID, Azure AD Connect, or Active Roles
• Exposure to Intune, Conditional Access, or device compliance policies
• PowerShell scripting for basic administration or troubleshooting

Core Competencies

• Strong troubleshooting and analytical skills
• Attention to detail and documentation discipline
• Professional communication with both technical and non-technical users

Our Hiring Process

At Viridien, we are committed to delivering a respectful, inclusive, and transparent recruitment experience.

Due to the high volume of applications we receive, we may not be able to provide individual feedback to every applicant. Only candidates whose qualifications closely match the role criteria will be contacted for an interview. We do, however, aim to share personalized feedback with those who progress to the first round of interviews and beyond.

We are also dedicated to ensuring that our hiring process accessible to all. If you require any reasonable adjustments to fully participate in the application or interview stages, please don't hesitate to contact your recruiter directly.

We see things differently. Diversity fuels our innovation, we value the unique ways in which we differ, and we are committed to equal employment opportunities for all professionals.