IT Help Desk Specialist Level 2

Role: IT Help Desk Specialist Level 2

Work Location: Thane, Maharashtra

Total Experience: 3+years

Shift: US Shift Hours & Rotational Shift 

We are seeking an experienced Help Desk Specialist Level 2 to join our 24x7 NOC, SOC, and Help Desk division. The ideal candidate will be skilled in troubleshooting, configuring, and maintaining a variety of devices across Windows, Mac, and cloud environments for multiple clients and their end-users. You will provide exceptional support via remote tools, manage support tickets, and contribute to a highly dynamic, fast-paced environment. A strong proficiency in Office 365 configuration and troubleshooting is required, along with solid documentation practices. Additionally, knowledge of Azure, AWS, and cloud infrastructure is highly desirable.

 Key Responsibilities: 

Technical Support & Troubleshooting: 

• Provide L2 support for Windows & Mac platforms across multiple clients and client-site locations. 
• Troubleshoot and resolve complex issues related to O365, Windows, Mac OS, networking, hardware, and software configurations. 
• Utilize remote support tools to connect to end-user devices and efficiently resolve issues in a timely manner. 
• Assist in diagnosing, repairing, and troubleshooting system-level problems for client devices and environments. 
• Ensure that all technical issues are resolved with a focus on quality, efficiency, and minimal disruption to clients. 

Ticket Management & Documentation: 

• Effectively manage and update support tickets in the ticketing system, ensuring timely resolution and proper escalation when necessary. 
• Maintain comprehensive, accurate documentation for all troubleshooting steps, resolutions, and procedures. 
• Track recurring issues and collaborate with senior engineers for resolution and continuous improvement of support processes. 

System Configuration & Maintenance: 

• Configure and maintain Office 365 applications, including Exchange, SharePoint, Teams, and OneDrive. 
• Perform regular system and application updates, patch management, and preventive maintenance on client devices and networks. 
• Use checklists and planning skills for maintenance activities to ensure smooth operations and minimal service disruption. 

Collaboration & Client Interaction: 

• Collaborate with the NOC and SOC teams to escalate and resolve critical incidents affecting client systems or network security. 
• Provide clear, effective communication to end-users during troubleshooting and resolution, ensuring they are informed of progress and outcomes. 
• Serve as a liaison between the Help Desk and more advanced support levels (L3), escalating issues as required. 

Cloud Infrastructure & Security Awareness: 

• Assist clients with cloud-based infrastructure support, including Azure, AWS, and cloud environments. 
• Ensure client devices are configured securely, implementing security best practices in coordination with SOC teams. 

Required Skills and Qualifications: 

• 3-5 years of experience in Helpdesk L2 Support, including 24x7 NOC, SOC, or IT support. 
• Strong experience troubleshooting and maintaining Windows, Mac OS environments, including hardware, software, and network configurations. 
• Advanced skills in Office 365 configuration and troubleshooting (Exchange, Teams, OneDrive, SharePoint). 
• Proficient in troubleshooting remote support tools (e.g., RDP, AnyDesk, TeamViewer). 
• Solid L1 to L2 support skills, including device troubleshooting, software installation, patching, and configuration. 
• Strong experience in ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk). 
• Familiarity with cloud platforms like Azure, AWS, and knowledge of cloud infrastructure is a plus. 
• Ability to plan and execute maintenance activities, ensuring minimal disruption to client operations. 
• Excellent documentation skills, with attention to detail in creating clear and structured records. 

Preferred Certifications: 

• CompTIA A+, Network+, or Security+ 
• Microsoft Certified: Modern Desktop Administrator Associate 
• AWS Certified Solutions Architect (or similar) 
• Azure Administrator certification (preferred) 
• ITIL Foundation 

Why Join Us? 

• Work in a dynamic, 24x7 support environment, directly impacting client success. 
• Opportunity to work with cutting-edge cloud technologies and enterprise-level systems. 
• Competitive salary, benefits, and opportunities for growth and career advancement.