Technical Support Specialist

7 days ago

Gandhinagar, Gujarat, India beBeeSupport Full time ₹ 10,00,000 - ₹ 15,00,000

IT Help Desk Specialist Level 2

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This is a dynamic position in our NOC, SOC, and Help Desk division. We are seeking an experienced Help Desk Specialist Level 2.

Responsibilities:
  • Provide L2 support for Windows & Mac platforms across multiple clients and 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.
Support Ticket Management & Documentation:
  • Effectively manage and update support tickets, ensuring timely resolution and proper escalation when necessary.
  • Maintain comprehensive documentation for all troubleshooting steps, resolutions, and procedures.
  • Track recurring issues and collaborate with senior engineers for continuous improvement of support processes.
System Configuration & Maintenance:
  • Configure and maintain Office 365 applications, including Exchange, SharePoint, Teams, and OneDrive.
  • Perform regular system updates, patch management, and preventive maintenance on client devices and networks.
  • Use checklists and planning skills for maintenance activities to ensure smooth operations.
Collaboration & Client Interaction:
  • Collaborate with NOC and SOC teams to escalate critical incidents affecting client systems or network security.
  • Communicate effectively with end-users during troubleshooting and resolution, ensuring they are informed of progress.
  • Serve as liaison between the Help Desk and more advanced support levels, escalating issues as required.

Required Skills and Qualifications:

  • 3-5 years of experience in Helpdesk L2 Support.
  • Strong experience in Windows, Mac OS environment configuration and troubleshooting.
  • Advanced skills in Office 365 configuration and troubleshooting.
  • Proficient in troubleshooting remote support tools.
  • Strong experience in ticketing systems and cloud infrastructure knowledge is a plus.
  • Ability to plan and execute maintenance activities.
  • Excellent documentation skills with attention to detail.

Preferred Certifications:

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

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