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IT Support Specialist Level II/III

4 weeks ago

Pune, India Propark Mobility Full time

This operation is based in the US, so you will be required to work from 11:30pm to 7:30am IST. Strong verbal and written English skills are a necessity.

Overview:

We are seeking an experienced IT Support Specialist Level II/III to join our remote team. This role is ideal for candidates based in India who are looking to work with a dynamic US-based company. As a Level 2/Level 3 IT Support Specialist, you will be responsible for resolving complex technical issues, providing advanced support for desktop, server, and network systems, and ensuring the seamless operation of our IT infrastructure from a remote setting.

Key Responsibilities:

  • Technical Support:

  • Diagnose and resolve complex hardware and software issues for end-users, both at the desktop and server levels.

  • Provide advanced technical support for applications, operating systems, and network configurations.

  • Escalate unresolved issues to appropriate internal teams or third-party vendors when necessary.

  • System Administration:

  • Manage, configure, and maintain servers (including Windows and Linux environments).

  • Monitor system performance, implement security measures, and perform regular updates and patches.

  • Manage user accounts, permissions, and access rights in line with company policies.

  • Network Support:

  • Assist in troubleshooting network issues including connectivity, VPN, and remote desktop connections.

  • Participate in network design and implementation projects to enhance system reliability and performance.

  • Incident Management:

  • Act as the escalation point for Level 1 support, providing guidance and resolution to complex problems.

  • Document all troubleshooting steps, solutions, and procedures for future reference.

  • Participate in on-call rotations for after-hours support as required.

  • Project Management:

  • Lead or contribute to IT projects, from planning through to implementation and post-implementation review.

  • Collaborate with other IT staff and departments to meet business objectives.

  • Training and Documentation:

  • Mentor junior staff and provide training on new systems or technologies.

  • Update and maintain technical documentation and knowledge bases.

Qualifications:

  • Education:

  • Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

  • Experience:

  • Minimum of 3-5 years in an IT support role with at least 2 years in a Level 2 or Level 3 capacity.

  • Proven experience with remote desktop support tools, server management, and network troubleshooting.

  • Familiarity with cloud services like Azure or AWS is a plus.

  • Technical Skills:

  • Strong knowledge of Windows and Azure server environments.

  • Proficient in Active Directory, DNS, DHCP, and network protocols.
  • Experience with virtualization technologies (VMware, Hyper-V).
  • Basic scripting skills (PowerShell, Bash) for automation.

  • Understanding of cybersecurity principles and practices.

  • Soft Skills:

  • Excellent problem-solving abilities and analytical thinking.

  • Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.

  • Ability to work independently in a remote environment while maintaining high productivity.

  • Certifications:

  • Certifications like MCSE, RHCE, CCNA, or CompTIA Network+ are highly desirable.

Other Requirements:

  • Must have a reliable internet connection and a dedicated workspace.
  • Willingness to work according to US time zones for meetings and support.

How to Apply: Please submit your resume, a cover letter explaining your technical background, and any relevant certifications.