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 settings. 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.
Robust troubleshooting, communication, and customer support skills.

Preferred Qualifications (Plusses)
Okta
Kandji
Jira Administration or advanced Jira experience

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