Second Level IT Support Specialist

Job highlights

• No night shifts
• Work from Office (Bangalore) + Work from Home (Bangalore).
• Bachelor s or masters degree in computer science,Information Technology,or a related field (or equivalent experience)
• Preferred Qualifications: . ITIL Foundation certification
• Support third-level team with deployment of new technologies,tools,and software rollouts as required

Job Summary:

We are seeking a highly skilled and experienced Second Level IT Support Specialist to join our global IT Helpdesk team in a product-based company. As a key escalation point for our first-level support team, you will be responsible for resolving complex technical issues, ensuring system reliability, and maintaining high customer satisfaction. You will support internal users and collaborate closely with cross-functional IT teams to maintain operational excellence.

Key Responsibilities:

• Act as the escalation point for unresolved first-level support tickets (L1), providing in-depth troubleshooting and technical resolution.
• Analyze, diagnose, and resolve software and hardware related issues in a Windows-only environment.
• Provide advanced support for core business applications, including Microsoft 365, Entra ID, Active Directory, server landscape and enterprise collaboration tools (e.g., Teams).
• Escalate tickets, if necessary, to the third-level team
• Document solutions and workarounds in the IT knowledge base.
• Monitor system alerts and logs; perform proactive maintenance to reduce downtime.
• Assist with IT onboarding/offboarding processes if special applications or permissions are needed.
• Participate in root cause analysis (RCA) and suggest preventive measures for recurring issues.
• Support third-level team with deployment of new technologies, tools, and software rollouts as required.
• Follow ITIL-based service management practices (incident and change management).

Required Skills and Qualifications:

• Bachelor s or masters degree in computer science, Information Technology, or a related field (or equivalent experience).
• 6 years + of IT support experience at the L2 level.
• Strong working knowledge of Windows operating systems, Windows Server 2016, 2019, 2022.
• Proficient in Entra ID, Active Directory, Group Policy, Microsoft 365 administration, and basic PowerShell scripting.
• Solid understanding of networking concepts: DNS, DHCP, TCP/IP, firewall, and VPN.
• Experience with ticketing systems (e.g., ServiceDeskPlus, ServiceNow).
• Familiarity with remote support tools (e.g., TeamViewer, Remote Desktop).
• Excellent verbal and written communication skills; ability to communicate complex technical issues to non-technical users.
• Strong problem-solving abilities and a customer-first mindset combined with process following and thinking workstyle.

Preferred Qualifications:

• ITIL Foundation certification.
• Microsoft certifications
• Experience with cloud platforms like MS Azure.
• Knowledge of scripting or automation tools (e.g., PowerShell).

Working Conditions:

• Monday-Friday 8h per day. Schedule to be discussed. No night shifts.
• Work from Office (Bangalore) + Work from Home (Bangalore).