L2 Support Engineer (International Call Handling)

Job Posting L2 Support Engineer (International Call Handling)

Location: Hyderabad (Onsite) - Candidate must be from Hyderabad/ South Region

Experience: 5-8 years

Shift: Night- US Shift (PST)

Type: Full-Time

Who We Are:

Base8 provides technology and business consulting services to companies throughout the US and Canada. We like to work with businesses that are serious about scaling, risk management, and developing mature processes ones that are looking for a modern, sophisticated, trustworthy, friendly, high-quality (yet still affordable) technology and business partner.

Who You Are:

This position will be in Hyderabad WFO but you will be working closely with the team in the United States through video chat, instant messaging, e-mail, phone, and through our software. It is important that you have excellent communication skills in English, both written and oral. We are a fast-paced company that is expanding rapidly, and we are seeking team members who will share our vision for the future and work collaboratively to accomplish Base8 goals. We pride ourselves on providing superior service to our clients, which includes having attention to detail, following the processes in place, and being able to adapt to a variety of situations.

About

We are hiring an L2 Support Engineer who will handle technical escalations and answer incoming support calls through the team ring group. The role requires strong troubleshooting skills, excellent communication, and the ability to own issues from call to resolution.

Key Responsibilities:

• Answer customer calls and create/update tickets with accurate details.
• Troubleshoot L2 issues related to:
• Windows OS & macOS
• Microsoft 365 (Exchange, Teams, SharePoint, OneDrive)
• Outlook & mail flow
• Active Directory (user/group management, password resets)
• VPN issues (AnyConnect, GlobalProtect, OpenVPN)
• Basic networking (DNS, DHCP, IP conflicts)
• Laptops/desktops/printers/peripherals
• Perform initial triage and escalate to L3 when required.
• Maintain clear ticket notes and user communication.
• Follow internal SOPs and best practices.
• Support monthly maintenance tasks and recurring operational activities.

Required Skills:

• 5-8 years of IT Service Desk / L2 support experience.
• Strong troubleshooting in Windows, M365, Outlook, AD.
• Good understanding of DNS, DHCP, VPN.
• Experience with ITSM tools (ServiceNow, HaloPSA, ManageEngine, Jira, etc.)
• Excellent spoken English for real-time call handling.

Strong written communication for ticket updates and documentation.

Nice to Have:

• Basic PowerShell
• Azure AD exposure
• Basic VM operations (VM reboot, resource checks)
• ITIL Foundation (optional)

Shifts:

• Primarily US Shift
• Occasional India-shift overlap for meetings or handovers