Overview

Role Overview
The IT Support Specialist is a senior individual contributor on the Service Desk team, responsible for resolving complex escalations from T1, owning advanced troubleshooting across endpoints, identity, and infrastructure, and serving as a technical resource and informal mentor to junior analysts. This role operates within our follow-the-sun support model and is critical to ensuring that incidents requiring deeper expertise are resolved quickly and completely.

IT Support Specialists at HealthEdge carry both a T2 and T3 designation. T2 scope covers advanced endpoint, application, and identity issues. T3 scope extends into near-infrastructure territory — complex integrations, escalated security events, and issues requiring coordination with Network Engineering, OpsSec, or cloud teams. As the team matures, these levels may be formally split; this role is designed to grow with that evolution.
What You'll Do
Escalation Handling & Advanced Troubleshooting
- Receive and own escalated incidents from T1 analysts, driving issues to resolution with full documentation




- Troubleshoot complex endpoint issues across Windows 10/11 and macOS, including OS, driver, application, and performance problems
- Diagnose and resolve advanced M365 issues including Exchange/Outlook mail flow, Teams configuration, SharePoint permissions, and OneDrive sync
- Investigate and resolve VPN, network connectivity, and remote access issues in coordination with Network Engineering
- Handle/Escalate to the Hardware team complex printer, peripheral, and conference room AV/technology issues escalated from T1

Identity & Access Management
- Manage elevated IAM requests including role-based access changes, group policy troubleshooting, and Okta/Entra ID configuration issues
- Investigate and remediate failed provisioning or deprovisioning workflows
- Support MFA enforcement, conditional access policy troubleshooting, and SSO configuration issues
- Coordinate with the security team on

📌 IT Support (Coimbatore)
🏢 HealthEdge
📍 Coimbatore