{"id":5838,"date":"2026-05-18T05:29:42","date_gmt":"2026-05-18T05:29:42","guid":{"rendered":"https:\/\/www.whitehattoolbox.com\/jobsinindia\/were-hiring-it-support-specialist-ii-tier-2\/"},"modified":"2026-05-18T05:29:42","modified_gmt":"2026-05-18T05:29:42","slug":"were-hiring-it-support-specialist-ii-tier-2","status":"publish","type":"post","link":"https:\/\/www.whitehattoolbox.com\/jobsinindia\/were-hiring-it-support-specialist-ii-tier-2\/","title":{"rendered":"We\u2019re Hiring IT Support Specialist II (Tier 2)"},"content":{"rendered":"

Job Brief:<\/b><\/span>The IT Support Specialist II is a mid-level Service Desk and End User Computing professional responsible for resolving complex end-user incidents and service requests after initial triage. The role provides remote and on-site support for employees across locations, keeps endpoints, identity services, collaboration tools, and business applications reliable and secure, and delivers clear communication, accurate documentation, and timely<\/span>Responsibilities:<\/b><\/span>Own Tier 2 incidents and service requests from assignment through closure, including work notes, user updates, resolution details, and accurate categorization in the ITSM platform.- Troubleshoot Windows and macOS endpoints, VPN, Wi-Fi, printing, browsers, peripherals, conference room\/AV equipment, and common productivity or business applications.- Provide rotational remote and on-site coverage, including new-hire setup, Day 1 readiness, workstation refreshes, hardware swaps, vendor coordination, and logistics support.- Perform approved identity and access tasks such as account lifecycle corrections, group membership updates, SSO\/MFA troubleshooting, mailbox or calendar permission changes, and access issue resolution.- Support standard IT platforms including ITSM, endpoint management, directory services, identity provider, email\/collaboration suites, video conferencing, telephony, email security, and device management tools.- Partner with Tier 1, Tier 3, security, engineering, facilities, and vendors; escalate with complete impact, history, logs or screenshots, and recommended next steps.- Maintain and improve knowledge base articles, SOPs, runbooks, and training material; identify automation and workflow improvements that reduce repeat manual work<\/span>Requirements:<\/b><\/span>REQUIRED QUALIFICATIONS- 3-5+ years of hands-on IT support experience in an enterprise or multi-site environment, including 2+ years in a Tier 2\/L2 service desk or deskside role.- Experience using an ITSM platform such as ServiceNow or equivalent for incidents, requests, tasks, queues, SLAs, and reporting.- Strong troubleshooting across Windows 10\/11, macOS, VPN, Wi-Fi, DNS, browsers, device encryption, printers, peripherals, and common SaaS\/business applications.- Practical identity and access experience with an IdP, Microsoft Entra ID\/Azure AD, Active Directory, Google Workspace, or similar platforms.- Working knowledge of Microsoft 365, Exchange\/Outlook, endpoint management, mobile\/device management, video conferencing, and collaboration tools.- Comfortable working shift patterns, regional office coverage, and periodic after-hours or hotline rotations as scheduled.- Clear written and verbal communication skills, with the ability to explain technical issues to non-technical users and document work accurately. PREFERRED QUALIFICATIONS- Experience supporting multiple regions and time zones in a high-volume, metrics-driven service desk.- Exposure to Intune, Jamf, Kandji, or similar endpoint management tools.- Familiarity with PowerShell, scripting, reporting, or lightweight automation for routine administration.- Experience creating or improving KB articles, SOPs, checklists, and repeatable support processes.<\/span>Key Points: Customer focus and ownership: takes responsibility for issues, communicates proactively, and drives work to closure.- Technical depth at Tier 2: resolves most endpoint, access, collaboration, and application issues independently while recognizing when deeper expertise is needed.- Collaboration and escalation quality: works effectively with support tiers, partner teams, and vendors; escalates with complete context and clear problem statements.- Documentation and process discipline: creates concise ticket notes, follows SOPs, contributes reusable knowledge, and simplifies complex guidance for peers and users.- Performance indicators: healthy ticket throughput, on-time SLA performance, strong CSAT, low rework, high-quality escalations, and regular knowledge or automation contributions.<\/p>\n

Apply Now<\/a> <\/b><\/center><\/p>\n","protected":false},"excerpt":{"rendered":"

Job Brief: The IT Support Specialist II is a mid-level Service Desk and End User Computing professional responsible for resolving complex end-user incidents and service requests after initial triage. The role provides remote and on-site support for employees across locations, keeps endpoints, identity services, collaboration tools, and business applications reliable and secure, and delivers clear<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_hide_featured_image":false,"_jetpack_featured_image_duplicate_dismissed":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[6],"tags":[],"class_list":["post-5838","post","type-post","status-publish","format-standard","hentry","category-it-jobs"],"jetpack_sharing_enabled":true,"jetpack_likes_enabled":true,"jetpack-related-posts":[],"jetpack_shortlink":"https:\/\/wp.me\/pgs0IK-1wa","jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/www.whitehattoolbox.com\/jobsinindia\/wp-json\/wp\/v2\/posts\/5838","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.whitehattoolbox.com\/jobsinindia\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.whitehattoolbox.com\/jobsinindia\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.whitehattoolbox.com\/jobsinindia\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.whitehattoolbox.com\/jobsinindia\/wp-json\/wp\/v2\/comments?post=5838"}],"version-history":[{"count":0,"href":"https:\/\/www.whitehattoolbox.com\/jobsinindia\/wp-json\/wp\/v2\/posts\/5838\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.whitehattoolbox.com\/jobsinindia\/wp-json\/wp\/v2\/media?parent=5838"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.whitehattoolbox.com\/jobsinindia\/wp-json\/wp\/v2\/categories?post=5838"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.whitehattoolbox.com\/jobsinindia\/wp-json\/wp\/v2\/tags?post=5838"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}