Level 2 Technical Support Specialist

2 days ago

Mumbai, Maharashtra, India VirtueStaff Full time ₹ 1,04,000 - ₹ 1,30,878 per year

We are seeking a proactive and skilled Level 2 Tech Support professional to join our team. The candidate will be responsible for handling second-level support for a variety of technical issues, providing effective solutions, and ensuring a positive user experience. This role requires expertise in network administration, server management, and advanced troubleshooting, along with a strong understanding of various software and hardware technologies.

Responsibilities
  • Serve as the first point of contact for customer support, answering phones and handling help desk tickets.
  • Provide Level 1/2 technical support including:
    • Workstation setup, configuration, and troubleshooting.
    • Office 365 account setup, troubleshooting, and administration.
    • Printer, peripheral, and basic networking issue resolution.
    • Software installation and troubleshooting.
  • Perform new user onboarding, including workstation builds and application setup.
  • Work within ticketing systems (e.g., Autotask, ServiceNow, Remedy, etc.) to manage service requests and incidents.
  • Support security tools and solutions (e.g., SentinelOne, EDR platforms).
  • Provide basic troubleshooting on servers, firewalls, and virtualization platforms (VMware, Hyper-V) as needed.
  • Document solutions, escalate issues as required, and contribute to knowledge base improvements.
  • Collaborate with other technicians to ensure consistent coverage and high-quality customer service.

Requirements

  • Experience in a Managed Services Provider (MSP) environment required.
  • Technical Skills:
    • Strong knowledge of Office 365 administration and support.
    • Proficiency with Windows workstations (builds, OS installation, troubleshooting, application setup).
    • Experience with ticketing systems (Autotask preferred, but others accepted).
    • Familiarity with EDR/security tools (e.g., SentinelOne).
    • Basic exposure to firewalls, servers, and virtualization (VMware/Hyper-V a plus).
  • Excellent English communication skills with a clear, easy-to-understand accent.
  • Prior customer-facing technical support experience.
  • Ability to work independently while following established processes.
Preferred Qualifications:
  • Broader IT knowledge beyond one specialization.
  • Familiarity with MSP tools and workflows.
  • Experience supporting onboarding processes for new users and devices.
  • Additional technical exposure to advanced IT concepts (servers, networking, cloud environments).

Benefits

  • Work From Home
  • Performance Bonus

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