Tier 2 Support Specialist

Indsafri; India; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Indsafri is seeking a Senior IT Helpdesk Technician to provide advanced support, manage escalations, and mentor Tier 1 staff. You will handle complex incidents related to endpoints, identity, and networks while aligning with SLA targets.

The role requires strong AD/Entra ID administration, PowerShell automation, and collaboration with Systems and Networking teams to drive incident resolution and knowledge sharing.

Qualifications

• 3–5 years of professional IT support experience.
• Diploma, Associate, or Bachelor in IT or related field.
• Certifications such as ITIL/CompTIA are a plus.

Responsibilities

• Provide advanced technical support and escalate Tier 1 issues.
• Perform Active Directory and Entra ID administration.
• Manage user accounts, access, and security groups.
• Configure, deploy, and troubleshoot Windows endpoints.
• Troubleshoot network issues including TCP/IP, DHCP/DNS, VPNs.
• Create and maintain SOPs and knowledge base articles.
• Mentor Tier 1 technicians and improve helpdesk processes.
• Contribute to incident management and root-cause analysis.

Skills

Windows 10/11

Active Directory

Microsoft 365

Group Policy

TCP/IP networking

VLANs

VPNs

ITSM platforms

Root-cause analysis

Remote administration

Education

Diploma/Associate/Bachelor in IT

Tools

PowerShell

Citrix/VMware Horizon

Microsoft 365 admin

Azure AD

Job description

The Senior IT Helpdesk Technician (Tier 2 Support Specialist) is responsible for providing advanced technical support and serving as a key escalation point for Tier 1 Helpdesk Technicians.

The role focuses on resolving complex endpoint, operating system, identity, application, network, and infrastructure-related incidents while ensuring that service levels and operational standards are maintained.

Beyond incident resolution, the Senior IT Helpdesk Technician is expected to identify recurring problems, conduct root-cause analysis, implement sustainable solutions, improve technical documentation, and mentor junior members of the IT support team.

The position acts as an important bridge between frontline IT support and Systems, Network, Security, and Infrastructure teams.

Key Responsibilities:

• 1. Advanced Technical Support and Escalations
• Act as a primary technical escalation point for Tier 1 Helpdesk Technicians.
• Diagnose and resolve complex Windows, hardware, software, peripheral, application, and network-related incidents.
• Troubleshoot issues that cannot be resolved through standard Tier 1 procedures.
• Perform root-cause analysis (RCA) on recurring or high-impact technical incidents.
• Identify permanent corrective actions rather than relying on temporary workarounds.
• Diagnose and support specialised endpoint and business applications.
• Support remote and onsite users across corporate environments.
• Escalate incidents to Systems, Network, Security, vendors, or other specialist teams when required.
• Validate that appropriate troubleshooting has been completed before incidents are escalated further.
• 2. Systems Administration and Identity Management
• Perform Active Directory and Microsoft Entra ID administration.
• Provision, modify, disable, and troubleshoot user accounts and access.
• Manage security groups, distribution groups, organisational units, and role-based permissions.
• Apply and troubleshoot Group Policy Objects (GPOs).
• Support Microsoft 365 services and user access.
• Troubleshoot authentication, MFA, account lockout, permissions, and identity-related issues.
• Maintain elevated administrative permissions responsibly and in accordance with security policies.
• Assist with user onboarding, transfers, access changes, and offboarding activities.
• 3. Endpoint and Application Management
• Configure, deploy, troubleshoot, and maintain Windows 10/11 workstations and laptops.
• Support macOS endpoints where required.
• Install, configure, package, and troubleshoot approved business applications.
• Diagnose hardware failures involving desktops, laptops, monitors, headsets, peripherals, and other endpoint equipment.
• Assist with operating system deployments, software upgrades, patches, and configuration changes.
• Test and stage new endpoint hardware and software before wider deployment.
• Assist with standardisation of workstation builds and configurations.
• Support remote administration and endpoint management tools.
• 4. Network and Connectivity Support
• Troubleshoot TCP/IP connectivity and network configuration issues.
• Diagnose DHCP, DNS, gateway, routing, and connectivity problems.
• Troubleshoot VLAN assignment and endpoint network access issues.
• Support VPN and secure remote-access troubleshooting.
• Perform network connectivity testing and assist with isolating LAN, WAN, ISP, Wi-Fi, and endpoint-related faults.
• Work with Network Engineers or Network Specialists when incidents require deeper infrastructure investigation.
• Coordinate with ISPs and telecommunications providers where required.
• 5. Incident and SLA Management
• Monitor and manage escalated Tier 2 ticket queues.
• Ensure incidents and service requests are handled according to agreed SLAs.
• Prioritise incidents according to business impact, urgency, and severity.
• Take ownership of escalated incidents through to resolution or appropriate technical escalation.
• Maintain accurate ticket notes, troubleshooting records, timestamps, actions, and resolution details.
• Identify recurring incidents and recommend Problem Management investigations.
• Assist with major incidents and service outages where required.
• Provide clear technical and operational updates during high-impact incidents.
• Ensure resolved incidents contain sufficient information for future troubleshooting and reporting.
• 6. Vendor and Third-Party Coordination
• Engage with second-line vendor support where internal troubleshooting has been exhausted.
• Coordinate support cases with ISPs, OEM hardware suppliers, software vendors, and other technology providers.
• Provide vendors with appropriate diagnostic information, logs, screenshots, and troubleshooting evidence.
• Track vendor incidents through to resolution.
• Coordinate warranty replacements and hardware repairs where required.
• 7. Documentation and Knowledge Management
• Create and maintain technical Standard Operating Procedures (SOPs).
• Develop troubleshooting guides, technical runbooks, and knowledge base articles.
• Document known errors, recurring incidents, workarounds, and permanent resolutions.
• Ensure technical documentation remains accurate and current.
• Convert frequently escalated issues into documented Tier 1 procedures where appropriate.
• Contribute to continuous improvement of the Service Desk knowledge base.
• 8. Tier 1 Mentoring and Technical Leadership
• Mentor and coach Tier 1 Helpdesk Technicians.
• Assist junior technicians in developing structured troubleshooting methodologies.
• Provide guidance on escalation criteria and incident prioritisation.
• Review ticket quality and provide feedback where troubleshooting or documentation is insufficient.
• Share technical knowledge with the broader IT team.
• Support the development of Tier 1 technicians toward more advanced technical responsibilities.
• Promote a culture of ownership, accountability, documentation, and continuous improvement.
• 9. IT Operations and Continuous Improvement
• Identify opportunities to automate repetitive IT support activities.
• Assist with PowerShell scripts and other operational automation.
• Participate in testing and deployment of new technologies.
• Assist with IT infrastructure and endpoint projects.
• Recommend improvements to IT support processes and technical standards.
• Participate in change implementation and post-change validation.
• Assist with capacity, asset, and configuration management activities where required.

Minimum Qualifications:

Education

• Diploma, Associate Degree, Bachelor's Degree, or equivalent qualification in Information Technology, Computer Science, Information Systems, or a related discipline.

Relevant professional certifications may be considered alongside practical experience.

Preferred Certifications:

One or more of the following would be advantageous:

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft Security, Compliance, and Identity Fundamentals (SC-900)
• ITIL Foundation
• Relevant Microsoft 365 or Azure certifications
• CCNA or equivalent networking certification

Experience:

• Minimum 3-5 years of professional IT support experience.
• At least 1-2 years in a Tier 2, Senior Helpdesk, Desktop Support, or equivalent technical support role.
• Demonstrable experience resolving incidents beyond standard first-line troubleshooting.
• Experience working within a structured Service Desk or ITSM environment.
• Experience working against defined SLAs and escalation procedures.
• Experience supporting users in a corporate or enterprise environment.

Experience within a 24/7, BPO, contact centre, managed services, or high-availability environment would be advantageous.

The successful candidate should demonstrate strong practical knowledge of:

• Windows 10 and Windows 11
• Active Directory
• Microsoft 365
• Group Policy
• User and access administration
• TCP/IP networking
• DHCP and DNS
• VLANs
• VPNs and remote-access technologies
• Endpoint hardware troubleshooting
• Application installation and troubleshooting
• Remote administration tools
• ITSM/helpdesk platforms
• Endpoint security fundamentals
• Technical logging and diagnostics
• Root-cause analysis

Exposure to virtual desktop technologies such as Citrix, Azure Virtual Desktop (AVD), or VMware Horizon would be advantageous.

Analytical Problem Solving

Able to systematically diagnose complex technical problems, distinguish symptoms from underlying causes, and develop sustainable solutions.

Ownership & Accountability

Takes responsibility for escalated incidents and drives them toward resolution rather than simply transferring tickets between teams.

Communication

Communicates technical information clearly to users, junior technicians, management, vendors, and specialist technical teams.

Technical Documentation

Produces concise, accurate, and reusable technical documentation.

Supports the development of junior technicians through coaching, knowledge sharing, and constructive feedback.

Customer Service

Maintains professionalism and urgency while supporting users experiencing technical disruption.

Prioritisation

Able to manage multiple incidents simultaneously while considering SLA, severity, operational impact, and business priorities.

Security Awareness

Understands the responsibility associated with privileged access and follows security, access-control, and change-management procedures.

Key Performance Indicators

Performance may be measured against:

• Mean Time to Resolution (MTTR)
• Escalated ticket resolution rate
• First-touch resolution of Tier 2 incidents
• Ticket backlog and ageing
• Quality and completeness of ticket documentation
• Knowledge base and SOP contributions
• Successful Tier 1 knowledge transfer
• Change success rate
• Compliance with security and access-management procedures

Skills

Windows 10 Root-cause Analysis Application Support Network support Technical Documentation Mentoring DHCP Microsoft 365 VLANs Group Policy active directory endpoint management software upgrades technical support Asset Management Configuration Management Coaching DNS Azure AD VPNs Incident Resolution SLA management Patches Diagnostics Systems Administration Citrix User account management Identity Management Vendor Coordination Capacity Management infrastructure support Windows 11 Access Management Microsoft Entra ID ITSM platforms VMware Horizon Change implementation IT Infrastructure Projects macOS support User and access administration Multi-factor authentication TCP/IP networking Application installation and troubleshooting Endpoint hardware troubleshooting Remote-access technologies Endpoint security fundamentals PowerShell fundamentals Azure Virtual Desktop (AVD) Remote administration tools Helpdesk platforms Operating system support Security group management Technical logging Distribution group management Organisational units management Role-based permissions management MFA troubleshooting Group Policy Objects (GPOs) troubleshooting Authentication troubleshooting Account lockout troubleshooting Laptop configuration Workstation configuration Business application packaging Business application configuration Business application troubleshooting Hardware failure diagnosis Business application installation Configuration changes Operating system deployments Endpoint hardware testing Endpoint hardware staging Endpoint software staging Gateway diagnosis Endpoint software testing Workstation build standardisation Network configuration troubleshooting VLAN assignment troubleshooting Network connectivity testing Routing diagnosis LAN isolation Network access issues troubleshooting Wi-Fi isolation Network specialist coordination Network engineering coordination WAN isolation Endpoint-related fault isolation ISP isolation Ticket queue monitoring Telecommunications provider coordination Technical escalation Troubleshooting records Incident prioritisation Service request handling Ticket notes maintenance Timestamp tracking Problem Management investigations Major incident management Vendor support engagement OEM hardware supplier coordination Technology provider coordination Software vendor coordination Service outage management Third-party coordination Warranty replacements Standard Operating Procedures (SOPs) creation Troubleshooting guides development Hardware repairs Technical runbooks development Standard Operating Procedures (SOPs) maintenance Diagnostic information provision Structured troubleshooting methodologies Workaround documentation Knowledge base articles development Error documentation Service Desk knowledge base contribution Escalation criteria guidance Incident prioritisation guidance Permanent resolution documentation Ticket quality review IT support activity automation New technology deployment Technical knowledge sharing Operational automation New technology testing IT support process improvement Endpoint projects Technical standards improvement Post-change validation