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 transparent, 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 support

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