Help Desk Specialist Level 2

Role:

Work Location:

Total Experience:

Shift:

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

  .