The Senior Technical Support Specialist (Level 2) serves as an escalation point for complex technical issues unresolved by the Level 1 Help Desk. This role provides advanced troubleshooting and support across applications, desktop environments, and server systems. This position supports operations leadership and collaborates with Level 2 support teams to provide technical guidance, resolve escalated issues, and ensure continuity of business operations.

In addition to issue resolution, this role contributes to the development and maintenance of internal documentation and knowledge base resources to improve support efficiency and service quality.

Responsibilities Serve as the primary escalation point for Level 1 Help Desk issues

Diagnose and resolve complex technical problems across applications, desktops, and server environments

Provide advanced troubleshooting for business applications, endpoint systems, and supporting infrastructure

Perform root cause analysis and implement long-term solutions

Support operations teams by resolving technical issues impacting business processes

Provide guidance and technical consultation to Level 2 team members and help desk staff

Act as a subject matter resource for escalated technical inquiries

Collaborate with internal IT teams, vendors, and stakeholders to resolve issues efficiently

Escalate and coordinate with engineering or infrastructure teams when necessary

Create, update, and maintain technical documentation and runbooks

Develop and enhance knowledge base articles for supported systems and processes

Ensure documentation is clear, accurate, and accessible to both technical and non-technical users

Identify recurring issues and recommend improvements to systems,



processes, or training

Contribute to continuous improvement of support workflows and service delivery Education & Experience Experience: 3–5+ years of IT support experience, including 1–2+ years in a Level 2 or escalation role

Background: Strong experience supporting enterprise applications, desktop systems, and basic server environments

Education: Associate’s or Bachelor’s Degree in Information Technology or related field (or equivalent experience) Must Have Skills Solid troubleshooting across operating systems (Windows, macOS) and enterprise applications

Basic understanding of server infrastructure and networking concepts (DNS, DHCP, connectivity)

Experience supporting remote users and distributed environments

Ability to manage and prioritize multiple complex issues

Strong communication skills with both technical and non-technical users Nice To Have Skills Experience with ticketing systems (ServiceNow, Jira, Zendesk, etc.)

Familiarity with Active Directory, Office 365, and remote support tools

Exposure to server administration or cloud environments (Azure, AWS)

IT certifications such as CompTIA A+, Network+, or Microsoft certifications Licenses, Certifications & Training CompTIA A+ or Network+

Microsoft or endpoint management certifications Knowledge, Skills, Abilities, Behaviors Strong analytical and problem-solving abilities

Ability to work independently in a remote or hybrid support environment

Strong documentation and knowledge-sharing discipline

Customer-focused mindset with a service-oriented approach

Ability to mentor and support junior team members

Effective collaboration across support teams, operations, and technical groups

📌 Senior - Technical support (Windows, macOS) (Hyderabad)
🏢 HCA Healthcare - India
📍 Hyderabad