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.