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.