Level 2 IT Support Specialist | Work from Home (A-BLG)

Hammerjack Pty Ltd; India; Remote; INR 6,00,000 - 9,00,000; Full time

Job summary

A leading tech support firm in India is seeking a skilled Level 2 IT Support Specialist to provide advanced technical assistance. This role involves troubleshooting and resolving complex technical issues, maintaining IT infrastructure, and ensuring system reliability. The ideal candidate has over 3 years of experience and a strong background in supporting Windows and Mac environments. This position offers a work-from-home setup and a collaborative team environment.

Qualifications

• 3+ years of experience in IT support or systems administration.
• At least 1 year handling Level 2 support responsibilities.
• Strong working knowledge of Windows and/or Mac OS environments.

Responsibilities

• Act as escalation point for Level 1 IT Support issues.
• Troubleshoot advanced hardware and software issues.
• Administer user accounts and permissions in Active Directory.

Skills

Analytical skills

Collaboration

Technical troubleshooting

Communication

Education

Bachelor's degree in Information Technology or related field

Tools

Microsoft 365

Active Directory

ServiceNow

SCCM

Intune

Job description

Position Summary

We are seeking a skilled and resourceful Level 2 IT Support Specialist to provide advanced technical assistance and serve as an escalation point for Level 1 support issues. This role involves diagnosing complex technical problems, maintaining IT infrastructure, and ensuring system reliability across hardware, software, and network environments. The ideal candidate demonstrates strong analytical skills, a collaborative mindset, and the ability to resolve issues efficiently while maintaining high user satisfaction.

Job Details

Work Setup: Work from Home

Schedule: Monday to Friday | 8 AM to 5 PM MST or 9 AM to 6 PM MST

Holidays: Following US Holidays

Key Responsibilities

Act as the escalation point for Level 1 IT Support, resolving advanced hardware, software, and network issues.

Troubleshoot and repair operating system, application, and connectivity problems across Windows and Mac environments.

Administer and maintain user accounts, permissions, and group policies in Active Directory, Microsoft 365, and other enterprise systems.

Support configuration and maintenance of servers, shared drives, and network devices (routers, switches, firewalls, printers, etc.).

Monitor system performance, backups, and security alerts to ensure optimal uptime and compliance.

Perform advanced installations, updates, and patches for software, drivers, and operating systems.

Assist with deployment and management of endpoint devices through tools like Intune, SCCM, or similar.

Collaborate with IT management to document known issues, standard operating procedures, and root cause analyses.

Provide guidance and mentoring to Level 1 Support staff to improve technical troubleshooting capabilities.

Participate in IT projects such as system upgrades, migrations, and infrastructure improvements.

Maintain accurate and detailed records of issues, resolutions, and configuration changes in the helpdesk system.

Ensure compliance with IT security policies, data protection standards, and company procedures.

Qualifications

Bachelor's degree in Information Technology, Computer Science, or related field (preferred).

3+ years of experience in IT support or systems administration, with at least 1 year handling Level 2 responsibilities.

Strong working knowledge of Windows and/or Mac OS environments, Microsoft 365, and Active Directory.

Proficiency with network technologies and troubleshooting (TCP/IP, DNS, DHCP, VPN, VLANs, firewalls).

Experience managing and maintaining ticketing/helpdesk systems (e.g., ServiceNow, Zendesk, JIRA, Freshdesk).

Familiarity with endpoint management tools, system imaging, and remote support software.

Solid understanding of IT security principles and data protection best practices.

Excellent analytical, communication, and documentation skills.

Proven ability to work independently while coordinating effectively with cross-functional IT teams.