About Adapt
Adapt operates cloud-based infrastructure and workstations used by production and post-production teams. This role is the first line of support for those users: you keep people working, you document what you find, and you escalate with enough context that the next technician can act.
About the role
The L2 Support Specialist is the first point of contact for MediaOps support. You will field tickets, troubleshoot Windows and macOS issues, administer Microsoft 365 user accounts for onboarding and offboarding, and follow runbooks so routine work is handled consistently.
This is an L2 role. The right person can grow into L3 over time by building depth in our operations environment, ticket quality, and judgment about when to resolve versus escalate.
What you will do
• Own the L2 queue: triage, document, and resolve incoming support tickets for MediaOps workstations and related user issues.
• Troubleshoot Windows and macOS problems, including connectivity, local client setup, login, performance, and common application issues.
• Walk users through first-line checks,
capture reproduction steps and evidence, and keep ticket notes accurate enough for a clean handoff.
• Administer Microsoft 365 user accounts, including account creation and disablement, license assignment, mailbox basics, group access, and standard onboarding and offboarding checklists.
• Escalate in scope: identify issues that belong withL3, Cloud Engineering, or another owner; include what was tried, impact, and supporting detail; follow the ticket until the user is unblocked.
• Communicate clearly with editors, engineers, and other MediaOps users, including people who are not technical.
• Follow documented runbooks and suggest practical updates when you find gaps or repeating patterns.
Required qualifications
• 3–5 years in help desk, desktop support, or L1/L2 IT support. Experience in a media, creative, or production setting is a plus.
• Solid working knowledge of Windows (10/11), i
📌 Support Specialist, MediaOps (Mumbai)
🏢 Adapt
📍 Mumbai