Pay Range: ₹45,000.00 – ₹55,000.00 per month Work

Location:
In person (Surat, Gujarat) Shift: US Business Hours (Night Shift / Service Desk Coverage) Language Required: Fluent English (Verbal & Written) Position Overview The L2/L3 Help Desk Technician acts as an escalation point and technical core of the IT Service Desk team. This role is responsible for resolving complex Tier 2/Tier 3 hardware, software, cloud, and network issues submitted via phone, tickets, and chat. Beyond advanced troubleshooting, the engineer will oversee system administration, backup/BCDR validation, patch management, security compliance, and mentoring L1 technicians.

Key Responsibilities

- Advanced Technical Support (Tier 2/3): Diagnose and resolve complex operating system (Windows/macOS), Microsoft 365, Active Directory, Azure AD/Entra ID, networking (DNS, DHCP, VPN, VLANs, Firewalls), and virtual infrastructure issues.
- Escalation & Queue Handling: Act as the main escalation authority for unresolved Tier 1 tickets; perform root-cause analysis (RCA) for recurring technical issues to prevent repeated downtime.
- Identity & Access Management (IAM): Manage complex account provisioning, RBAC (Role-Based Access Control), conditional access policies, SSO, and MFA configurations across enterprise tools.
- Proactive Systems Maintenance & Monitoring: Oversee RMM (Remote Monitoring & Management) tools, manage enterprise patch deployments, validate BCDR/backup health, and handle automated alerting systems.




- Infrastructure & Security Administration: Assist in managing cloud resources (AWS/Azure), server administration, endpoint security (EDR/Antivirus), and compliance policies.
- Process, Documentation & Mentorship: Maintain thorough documentation, construct standard operating procedures (SOPs) and Knowledge Base (KB) articles, and mentor Tier 1 support staff to improve resolution rates. Required Qualifications & Experience
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Experience:
Minimum 3+ years of hands-on IT support, system administration, or L2/L3 Service Desk experience in a fast-paced environment.
- Operating Systems & Cloud: Deep experience with Windows Server, Windows 10/11, macOS, Microsoft 365 Administration, Azure AD/Entra ID, and Exchange Online.
- Networking: Proficient in network troubleshooting (TCP/IP, Subnetting, DNS, DHCP, VPNs, Routers, Switches, and Firewall basics).
- Tools & Platforms: Hands-on experience with PSA/RMM platforms, Active Directory, PowerShell scripting (basic to intermediate), and Endpoint Protection solutions.
- Communication & Soft

Skills:
Fluent in spoken and written English, with excellent customer-facing, problem-solving, and conflict-resolution capabilities.
- Shift Availability: Full flexibility to work in person during US Business Hours (Night Shift). Pay: ₹45,000.00
- ₹55,000.00 per month

Advantages:
- Cell phone reimbursement Work

Location:
In person

📌 /IT Helpdesk Support Engineer (Surat)
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