Role: Part time L1/L2 Helpdesk Support Specialist

Position Type: Contract
Duration: Approximately 6 Months
Start Date: End of August 2026
Location: Remote
Working Hours: Support coverage between 8:00 AM6:00 PM CST/ 6:30PM IST – 4:30AM IST

Role Overview

We are looking for a Junior L1/L2 Helpdesk Support Specialist to provide basic technical support, monitor and triage Jira tickets, and route issues to the appropriate teams.

Key Responsibilities
Monitor and triage incoming Jira tickets.
Assign and route tickets to the appropriate support teams.
Handle basic L1/L2 support requests.
Perform password resets and account unlocks.
Provide basic Microsoft Office/Microsoft 365 support.
Troubleshoot basic LMS/Canvas issues such as:
Login and access issues
Course access
Navigation issues
Browser-related issues




Escalate complex or unresolved issues to the appropriate teams.
Follow defined support and ticket management processes.
Required Skills
1–2 years of experience in Helpdesk, Service Desk, IT Support, or Technical Support.
Hands-on experience with Jira for ticket monitoring, triaging, and routing.
Valuable knowledge of Microsoft Office/Microsoft 365.
Basic troubleshooting and problem-solving skills.
Valuable communication and coordination skills.
Ability to work independently in a part-time offshore support model.

Valuable to Have

Experience with any of the following technologies will be an advantage:
Salesforce
Calendly
Mogli
LMS/Canvas
RingCentral (RingEX/RingCX)
Admissions Connect
Slate

📌 Helpdesk Support Specialist Pune (India)
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