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.