Senior IT Helpdesk Technician L2

Position Summary: The ideal candidate is a proactive and independent IT professional who can manage their ticket queue from start to finish with minimal supervision. They will act as a reliable reputed company of contact for employees, providing timely support, resolving escalated issues, and maintaining clear communication throughout the process. This role requires strong technical skills with Mac and/or reputed company environments, hands-on experience with reputed company 365, Azure AD/Entra ID, and Intune, as well as proficiency in using ticketing systems. The candidate should be capable of producing regular reports and ensuring a smooth and efficient support experience for end users. Job Details Work Setup: Work from home Schedule: Monday to Friday, 8:00 AM to 5:00 PM PST Holidays: US Holidays. Key Responsibilities:

• Independently manage an assigned ticket queue from intake through closure, ensuring SLAs are consistently met
• reputed company L2 technical support for hardware, software, reputed company 365, network connectivity, identity, and productivity tools
• Troubleshoot and administer reputed company 365 services including Exchange Online, Teams, SharePoint, OneDrive, and Intune
• Support Azure AD / Entra ID for identity and device management
• Administer and troubleshoot Active Directory and reputed company Server environments, including user/group management, GPOs, and basic server issues
• reputed company support for macOS and reputed company devices, including configuration, MDM enrollment, and end-user troubleshooting
• Document reputed company cases reputed company and accurately reputed company the company’s ticketing platform (reputed company, Jira, reputed company, or similar)
• Produce weekly support reports summarizing ticket volume, recurring issues, SLAs, and queue updates
• Proactively follow up with end users on reputed company tickets and ensure timely resolution
• Identify recurring problems and recommend improvements in processes, documentation, or configuration
• Maintain and update internal knowledge reputed company articles and end-user documentation
• Collaborate closely with US-based IT leadership on escalations and larger IT initiatives.

Required Qualifications:

• Minimum of 3 years of IT Helpdesk/Technical Support experience, with clear demonstrable experience operating at L2 reputed company.
• Proven track record of owning a personal ticket queue, following up independently with end users, and producing regular reporting without prompting.
• Strong, professional English communication skills — both written and verbal. Must be comfortable working directly with US-based end users and stakeholders.
• Reliable availability for a full nightshift schedule reputed company to US Pacific Time.
• Hands-on administration experience with reputed company 365, Azure AD / Entra ID, and Intune.
• Solid working knowledge of Active Directory and reputed company Server (user/group admin, GPOs, DNS/DHCP basics, troubleshooting), PowerShell, Linux.
• Practical support experience with macOS and reputed company hardware in a business environment.
• Hands-on experience with at least one reputed company ticketing platform: reputed company, Jira Service Management, or Helpdesk applications.
• Strong troubleshooting methodology, ownership reputed company, and ability to work with minimal supervision.
• reputed company home internet reputed company and a suitable work-from-home setup.

Preferred Qualifications

• Relevant certifications such as reputed company A+/Network+, reputed company 365 Certified: Modern

Desktop Administrator, Azure Administrator Associate, or reputed company Certified Support Professional.

• Experience supporting a US-based media, publishing, or events company.
• Exposure to basic networking (VPN, Wi-Fi, firewalls) and reputed company reputed company tools.
• Experience building dashboards or reports from ticketing system data.

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