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 ShiftWe are seeking an experiencedHelp Desk Specialist Level 2to join our 24x7 NOC, SOC, and Help Desk division. The ideal candidate will be skilled in troubleshooting, configuring, and maintaining a variety of devices acrossWindows, Mac, and cloud environmentsfor multiple clients and their end-users. You will provide exceptional support via remote tools, manage support tickets, and contribute to ahighly dynamic, fast-paced environment. A strong proficiency inOffice 365 configuration and troubleshootingis required, along with solid documentation practices. Additionally, knowledge ofAzure, AWS, and cloud infrastructure is highly desirable.Key Responsibilities: Technical Support & Troubleshooting: ProvideL2 supportforWindows & Mac platformsacross multiple clients and client-site locations. Troubleshoot and resolve complex issues related toO365, Windows, Mac OS, networking, hardware, and software configurations. Utilize remote support tools to connect toend-user devicesand efficiently resolve issues in a timely manner. Assist indiagnosing, repairing, and troubleshooting system-level problemsfor client devices and environments. Ensure that all technical issues are resolved with a focus onquality, efficiency, and minimal disruption to clients.Ticket Management & Documentation: Effectively manage and updatesupport ticketsin the ticketing system, ensuringtimely resolutionand proper escalation when necessary. Maintain comprehensive, accuratedocumentationfor 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: Configureandmaintain Office 365applications, including Exchange, SharePoint, Teams, and OneDrive. Perform regular system and application updates,patch management, andpreventive maintenanceon client devices and networks. Usechecklists and planning skillsfor maintenance activities to ensure smooth operations and minimal service disruption.Collaboration & Client Interaction: Collaborate with theNOC and SOC teamsto escalate and resolve critical incidents affecting client systems or network security. Provideclear, effective communicationto end-users during troubleshooting and resolution, ensuring they are informed of progress and outcomes. Serve as a liaison between theHelp Deskand more advanced support levels (L3), escalating issues as required.Cloud Infrastructure & Security Awareness: Assist clients with cloud-based infrastructure support, includingAzure, AWS, and cloud environments. Ensure client devices are configured securely, implementingsecurity best practicesin coordination with SOC teams.Required Skills and Qualifications: 3-5 years of experienceinHelpdesk L2 Support, including24x7 NOC, SOC, orIT support. Strong experience troubleshooting and maintainingWindows, Mac OSenvironments, including hardware, software, and network configurations. Advanced skills in Office 365configuration and troubleshooting (Exchange, Teams, OneDrive, SharePoint). Proficient in troubleshootingremote support tools(e.g., RDP, AnyDesk, TeamViewer). Solid L1 to L2 support skills, including device troubleshooting, software installation, patching, and configuration. Strong experience inticketing systems(e.g., ConnectWise, ServiceNow, Zendesk). Familiarity withcloud platformslikeAzure, AWS, and knowledge ofcloud infrastructureis a plus. Ability toplan and execute maintenanceactivities, ensuring minimal disruption to client operations. Excellentdocumentationskills, with attention to detail in creatingclear and structured records.Preferred Certifications: CompTIA A+, Network+, or Security+ Microsoft Certified: Modern Desktop Administrator Associate AWS Certified Solutions Architect(or similar) Azure Administratorcertification (preferred) ITIL FoundationWhy Join Us? Work in adynamic, 24x7 support environment, directly impacting client success. Opportunity to work with cutting-edgecloud technologiesandenterprise-level systems. Competitive salary, benefits, and opportunities forgrowth and career advancement.