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
  .