Technical Support Specialist

About Gruve
Gruve is an innovative software services startup dedicated to transforming enterprises to AI powerhouses. We specialize in cybersecurity, customer experience, cloud infrastructure, and advanced technologies such as Large Language Models (LLMs). Our mission is to assist our customers in their business strategies utilizing their data to make more intelligent decisions. As a well-funded early-stage startup, Gruve offers a dynamic environment with strong customer and partner networks.

Job Title: Level 2 IT Support Specialist
Location:
Pune, India

Type:
Full -Time

Job Summary
We are seeking a technically skilled and client-oriented Level 2 IT Support Specialist to join our Managed Services team. This role involves providing advanced technical support across diverse client environments, resolving escalated issues from Level 1 technicians, and contributing to the stability and performance of client systems. The ideal candidate brings strong troubleshooting skills, a solid understanding of modern IT infrastructure, and the ability to deliver exceptional service in a fast-paced, multi-platform environment.

Key Responsibilities

• Act as the primary escalation point for complex issues from Level 1 support, ensuring thorough investigation, resolution, and documentation.
• Diagnose and resolve advanced hardware and software issues for workstations (macOS and Windows), peripherals, and collaboration tools such as Slack, Zoom, and Miro.
• Administer and maintain Active Directory, Okta, Microsoft Intune, Apple Business Manager, Google Workspace and client-specific identity and device management systems.
• Perform mid-level configuration and troubleshooting for network and connectivity components, including routers, switches, firewalls, wireless access points, etc.
• Manage client-side infrastructure such as SCEP, RADIUS, power UPS units, and meeting room technologies (e.g., Polycom).
• Perform user account provisioning, policy management, and access control across platforms like Microsoft 365 and Google Workspace.
• Monitor client systems using RMM and alerting tools, responding proactively to performance, security, or availability issues.
• Perform remote support as needed, including system imaging, patch management, peripheral setup and asset tracking for client environments.
• Collaborate with senior engineers on system upgrades, migrations, and network improvement projects.
• Contribute to documentation and process improvement, ensuring consistent and efficient service delivery.
• Provide mentorship and guidance to Level 1 technicians and technical training initiatives.
• Maintain high levels of customer satisfaction through professional communication and consistent follow-up.

Qualifications

• 2 - 3+ years of experience in IT support, service desk, or systems administration — ideally within a Managed Service Provider (MSP) environment.
• Strong troubleshooting ability across macOS and Windows operating systems, including system imaging and remote diagnostics.
• Working knowledge of network fundamentals (TCP/IP, DNS, DHCP, VPNs, VLANs) and experience supporting network and security devices.
• Hands-on experience with identity and device management tools such as Active Directory, Okta, Intune, and Apple Business Manager.
• Familiarity with collaboration and productivity platforms, including Slack, Zoom, Google Workspace, and Microsoft 365.
• Experience with RMM and PSA systems (e.g., Nagios, Kaseya, ConnectWise, Datto, N-able) for monitoring and ticket management.
• Excellent communication, documentation, and multitasking skills with a strong customer-service mindset.
• Relevant technical certifications such as CompTIA Network+, Microsoft 365 Certified, or Apple Certified Support Professional are a plus.

Bonus Skills (Nice To Have)

• Knowledge of PowerShell, Bash, or Python scripting for automation and efficiency improvements.
• Familiarity with SCEP, RADIUS authentication, and modern endpoint security practices.
• Familiarity with VoIP systems, remote desktop solutions, and ticketing workflows based on ITIL standards.
• Ability to assist in client onboarding, IT documentation, and process optimization projects.

What We Offer

• Competitive pay and benefits.
• Opportunities for professional development and career growth.
• A collaborative and supportive team environment.

Why Gruve
At Gruve, we foster a culture of innovation, collaboration, and continuous learning. We are committed to building a diverse and inclusive workplace where everyone can thrive and contribute their best work. If you're passionate about technology and eager to make an impact, we'd love to hear from you.

Gruve is an equal opportunity employer. We welcome applicants from all backgrounds and thank all who apply; however, only those selected for an interview will be contacted.