Tier 2 Help Desk Support Engineer- Remote-Pune Location
Job Summary
We are seeking a skilled Tier 2 Help Desk Support Engineer with 35+ years of experience supporting Apple and Google Workspace environments. The ideal candidate will provide end-user support, troubleshoot technical issues, and manage service requests primarily through Slack, while also handling tickets in Jira and other ticketing systems.
Must-Have Qualifications
- 35+ years of Tier 2 Help Desk / IT Support experience.
- Solid experience supporting:
- MacOS
- iOS devices
- Google Workspace (Gmail, Google Calendar, Google Drive, etc.)
- Slack
- Experience working with ticketing systems and incident management processes.
- Strong troubleshooting, communication, and customer support skills.
Key Responsibilities
- Provide Tier 2 support for MacOS and iOS users.
- Troubleshoot and resolve Google Workspace-related issues, including Gmail and Google Calendar.
- Handle day-to-day help desk requests,
with the majority of support requests coming through Slack and additional requests managed through Jira.
- Track, prioritize, and resolve incidents and service requests within SLA requirements.
- Support user onboarding, account provisioning, and device management.
- Collaborate with internal teams to escalate and resolve complex technical issues.
- Maintain accurate documentation and knowledge base articles.
Required Technical Skills
- MacOS Support
- iOS Support
- Google Workspace Administration
- Gmail & Google Calendar Support
- Slack Administration & Troubleshooting
- Help Desk / Service Desk Operations
- Ticket Management
- End-User Support
Nice to Have
- Okta Identity Management
- Kandji MDM
- Jira
- Apple Device Management
Note: Help desk requests are primarily received through Slack, with ticket tracking and issue management handled through Jira.
Shifts:-
1st Shift (Day)7:00 AM 3:00 PM
2nd Shi
📌 Tier 2 Tech Support (Pune)
🏢 Insight Global Technologies
📍 Pune
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