Technical Support Specialist (L2)

Verito; Dadri; On-site; INR 500,000 - 900,000; Full time

Job summary

Verito Technologies is seeking a Technical Support Specialist (L2) to join our Noida office and own escalated tickets end to end across client environments. You will troubleshoot Windows, Microsoft 365, and network issues, often remotely, with a focus on isolating causes and documenting every step.

You will also handle onboarding/offboarding, backups, patching, and security event responses, maintaining clear client communications and thorough ticket notes.

Qualifications

• 3+ years in IT support, helpdesk, or MSP environment, including time at L2 or escalation level.
• Hands-on Windows troubleshooting across desktop and server, beyond guided steps.
• Working Microsoft 365 administration experience: Exchange Online, Teams, SharePoint, OneDrive, user and license management.
• Practical networking knowledge: TCP/IP, DNS, DHCP, VPN, and the ability to work out where in the chain a problem sits.
• Demonstrated experience supporting users and infrastructure remotely, without physical access to the device.
• Professional-standard written and spoken English.
• Availability to work US business-hour shifts or split shifts as required.
• Willingness to work on-site from our Noida office.

Responsibilities

• Own escalated tickets end to end, from handover through resolution, across client environments.
• Troubleshoot Windows desktop, laptop, and server issues remotely: OS faults, profile corruption, application failures, performance degradation, service and driver conflicts.
• Administer and troubleshoot Microsoft 365 day to day: Exchange Online and Outlook, Teams, SharePoint, OneDrive, licensing, user provisioning, password and MFA resets, and basic Entra ID tasks.
• Diagnose network issues across routers, switches, firewalls, and Wi-Fi using working knowledge of TCP/IP, DNS, DHCP, VPN connectivity.
• Work issues through remote management and remote access tooling: remote sessions, unattended access, remote scripting, and monitoring alerts.
• Respond to monitoring and alerting events. Run patching, software deployment, and remote remediation across managed endpoints.
• Support endpoint security and access controls, including multi-factor authentication, password management, email security filtering, and endpoint protection agents.
• Support user onboarding and offboarding: account creation, license assignment, device provisioning, and access removal.
• Monitor backups and handle restore requests.

Skills

Problem solving

Communication

Remote work

Education

CS/IT background helpful

Tools

Windows

Microsoft 365

Networking

Remote support tooling

PowerShell

Job description

This is an escalation role. Tickets reach you because someone at L1 could not resolve them, or because the issue was never a scripted one to begin with. You are not working from a decision tree. You are working from a symptom, an environment you cannot physically touch, and a user who may not be able to describe what they are seeing.

We are not hiring a specialist. We are hiring a generalist with range. You should know a reasonable amount about Windows, Microsoft 365, and networking, and you should be genuinely good at the part that connects them: isolating a variable, forming a hypothesis, and testing it instead of guessing. Depth in one platform does not compensate for being lost in the other two.

Communication remains non-negotiable at this level. You will be the person explaining to a client partner why their firm was down for forty minutes. That conversation is part of the job, not an interruption to it.

This position is based at our Noida office. All client support is delivered remotely from that office. This is not a work-from-home role.

What You Will Do

• Own escalated tickets end to end, from handover through resolution, across client environments. • Troubleshoot Windows desktop, laptop, and server issues remotely: OS faults, profile corruption, application failures, performance degradation, service and driver conflicts.
• Administer and troubleshoot Microsoft 365 day to day: Exchange Online and Outlook, Teams, SharePoint, OneDrive, licensing, user provisioning, password and MFA resets, and basic Entra ID tasks.
• Diagnose network issues across routers, switches, firewalls, and Wi-Fi using working knowledge of TCP/IP, DNS, DHCP, VPN connectivity.
• Work issues through remote management and remote access tooling: remote sessions, unattended access, remote scripting, and monitoring alerts. You will rarely have physical access to anything you are fixing.
• Respond to monitoring and alerting events. Run patching, software deployment, and remote remediation across managed endpoints.
• Support endpoint security and access controls, including multi-factor authentication, password management, email security filtering, and endpoint protection agents.
• Support user onboarding and offboarding: account creation, license assignment, device provisioning, and access removal.
• Monitor backups and handle restore requests.

Verito Technologies | Technical Support Specialist (L2)

• Act as first responder on security events, following our documented escalation and containment process.

Ownership and Judgment

• Decide what you can resolve and what genuinely needs to go further. Both over-escalating and sitting on a problem are failures.
• When you escalate, escape with a complete written summary of the environment, the symptoms, what you ruled out, and why. Escalation is a handover, not a redirect.
• Recognise when an issue is a symptom of something structural rather than a one-off, and raise it. • Support L1 as a point of reference. Part of this role is making the people below you better at their own tickets.

Documentation

• Log every interaction with complete, factual notes: what the user reported, what you tried, what the outcome was, and what the next step is.
• Manage your queue actively. No ticket goes without an update. Users are kept informed on status throughout.
• Write the knowledge base article when you solve something undocumented. If the fix only exists in your head, the team has not gained anything.
• Follow SOPs as written. When a procedure is unclear or outdated, raise it through the correct channel rather than working around it.

What We Expect

Troubleshooting

• Structured problem solving: isolate variables, test assumptions, form a hypothesis, and work the problem methodically instead of trying things at random.
• The ability to diagnose from incomplete or inaccurate information. Users report symptoms, not causes.
• Comfort with unfamiliar systems. You will meet software you have never seen. You read, try, and ask in that order.
• Knowing when you are stuck. Recognising it early and saying so is a strength, not a weakness.

Communication

• Written English must be professional, precise, and unambiguous in every ticket note and every client message.
• Verbal communication must be calm, structured, and appropriate for a non-technical audience at all times, including during an outage.
• You must be able to explain a problem in plain language. Jargon stays in internal notes, not in client-facing text.
• Active listening is not optional. Most support failures happen because someone responded to what they assumed the user meant.
• You will interact with US-based users across time zones. Responsiveness, tone, and clarity are actively measured.

Qualifications

Verito Technologies | Technical Support Specialist (L2)

Required

• 3+ years in IT support, helpdesk, or an MSP environment, including time at L2 or escalation level.
• Hands-on Windows troubleshooting across desktop and server, beyond guided steps.
• Working Microsoft 365 administration experience: Exchange Online, Teams, SharePoint, OneDrive, user and license management.
• Practical networking knowledge: TCP/IP, DNS, DHCP, VPN, and the ability to work out where in the chain a problem sits.
• Demonstrated experience supporting users and infrastructure remotely, without physical access to the device.
• Professional-standard written and spoken English.
• Availability to work US business-hour shifts or split shifts as required.
• Willingness to work on-site from our Noida office.

Preferred (Not Required)

• Hands-on experience with remote monitoring and management platforms and remote support tooling.
• Active Directory and Entra ID: user accounts, groups, organizational units, and how permissions are assigned and controlled.
• Familiarity with firewall and network hardware such as Fortinet, UniFi, or SonicWall.
• Basic PowerShell for routine administration and reporting.
• Certifications such as CompTIA A+, Network+, MS-900, AZ-900, or MS-102.
• Awareness of compliance requirements in regulated client environments.

Education

No specific degree required. A background in Computer Science or IT is helpful but not a filter. Demonstrated troubleshooting ability and communication quality carry more weight than credentials.

Who Thrives Here

• They own the ticket until it is resolved or properly handed over. They do not redirect problems.
• They are comfortable being the most senior person on a problem and still saying they need to research it.
• They write tickets and client messages that are complete, clear, and actionable.
• They stay calm when a client is not, and they do not let a frustrated user change the quality of the work.
• They are not intimidated by unfamiliar software or a procedure they have not seen before.
• They notice when the same issue appears repeatedly and say something about it.
• They make the people around them better, because at this level the job is partly that.