About the Role: We are seeking a skilled Level 2 Help Desk Technician to join our team. This role requires hands-on troubleshooting, technical support, and user assistance across multiple locations, including India and the USA. The ideal candidate will have strong problem-solving abilities and a solid understanding of IT infrastructure, applications, and networking. Key Responsibilities: Provide Level 2 technical support for desktops, laptops, mobile devices, and enterprise applications. Troubleshoot and resolve complex hardware, software, and network-related issues escalated from Level 1 support. Manage and support Azure services, including user management, security policies, and cloud infrastructure. Administer Microsoft 365, including Exchange, Teams, OneDrive, and SharePoint. Support Active Directory (AD) administration, including user account creation, group policy management, and security configurations. Assist in configuring, deploying, and managing endpoint security solutions. Monitor and maintain IT infrastructure, including network devices, servers, and cloud-based resources. Provide on-site support for IT hardware, peripherals, and conference room setups. Ensure compliance with IT security policies and best practices. Document solutions, processes, and troubleshooting steps in the IT knowledge base. Work closely with other IT teams to support business operations and projects. Required Skills & Experience: Strong communication skills with fluency and firm understanding of the English language. 4 years of experience in IT support, with at least 2 years of experience working with Azure/M365/AWS. Strong troubleshooting skills in Windows 10/11, Microsoft 365, AWS, and Azure services. Hands-on experience with Active Directory (AD), Group Policy, and user management. Knowledge of networking concepts (DNS, DHCP, VPN, firewalls, etc.). Experience supporting cloud environments, particularly Azure AD/Microsoft 365 and AWS. Strong communication skills and the ability to work collaboratively with end users and IT teams. IT certifications such for Azure, Microsoft 365, AWS, or CompTIA A+/Network+ are a plus. Work Environment: This is an on-site position based in Hyderabad, India . Working hours will match United States EST Time Zone. 5:00PM IST-1:00AM IST, with on-call or after-hours support as needed. Job Types: Full-time, Permanent Pay: ₹1,750,000.00 - ₹2,000,000.00 per year Benefits: Paid time off Shift: Night shift Work Days: Monday to Friday Education: Bachelor's (Required) Experience: IT support: 4 years (Required) Language: English (Required) Location: Hyderabad District, Telangana (Required) Shift availability: Night Shift (Required) Work Location: In person