Advanced Technical Support Specialist

1 week ago

Hyderabad, Telangana, India beBeeTechnical Full time ₹ 8,00,000 - ₹ 13,00,000

Job Description:

The Service Desk Analyst II is an advanced technical support specialist responsible for providing timely resolution of incidents and service requests across multiple platforms. As an escalation point for Level 1 analysts, this role requires strong problem-solving skills, a good understanding of networking fundamentals, and excellent written and verbal communication skills.

Key Responsibilities:

  • Escalate complex issues to senior analysts or subject matter experts as needed
  • Provide advanced technical support for Windows, macOS, and Linux systems, including troubleshooting hardware and software issues
  • Administer and support Google Workspace (G Suite) features, such as email, groups, calendars, shared drives, and security configurations
  • Manage OneLogin for identity and access management (user provisioning, de-provisioning, SSO setup, MFA support)
  • Troubleshoot and resolve incidents related to hardware, software, networking, and SaaS applications
  • Support end-user onboarding/offboarding processes, including device setup, G Suite and OneLogin access, and license management
  • Document technical solutions and contribute to knowledge base articles
  • Ensure SLA adherence by prioritizing and following up on tickets
  • Collaborate with other IT teams for escalated or cross-functional issues
  • Participate in problem management to address recurring issues

Required Skills & Qualifications:

  • Strong working knowledge of Windows, macOS, and Linux operating systems
  • Hands-on administration experience with Google Workspace (G Suite)
  • Experience with OneLogin or similar Identity and Access Management (IAM) tools
  • Familiarity with SaaS application troubleshooting (Slack, Zoom, Jira, etc)
  • Good understanding of networking fundamentals (VPN, DNS, DHCP, Wi-Fi)
  • Strong analytical, problem-solving, and communication skills
  • Customer-focused approach with the ability to handle escalations professionally

Education & Experience:

  • Bachelor's degree in Computer Science, Information Technology, or equivalent practical experience
  • 2-4 years of IT Service Desk/Helpdesk support experience, with at least 1 year at Level 2 support
  • Experience supporting cross-platform OS environments
  • Certifications in ITIL, Google Workspace, CompTIA, or IAM (OneLogin/Okta) are a plus

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