Job Title : IT Support Engineer (Tier 2)

Location : Remote (Interview in Bangalore office)

Experience : 2 - 3 years

Shift : US Shifts (mandatory prior experience)

About the Role :

We are seeking an experienced IT Support Engineer (Tier 2) to provide advanced technical support, manage incidents, and ensure smooth IT operations. The role requires strong troubleshooting skills, hands-on experience with ticketing systems, and the ability to work independently in US shift timings.

Key Responsibilities :

- Provide Tier 2 Help Desk Support for IT incidents, changes, and service requests.

- Manage incident, change, and request workflows using ticketing tools.

- Participate in after-hours on-call rotation.

- Ensure quality assurance in IT support delivery.

- Document troubleshooting steps, procedures, and resolutions.

Required Skills & Certifications :

- Experience with common helpdesk tools and ticketing systems.

- Knowledge of cybersecurity risks and best practices for protecting sensitive data.

- Strong documentation and communication skills.

- Ability to collaborate effectively with team members and communicate technical information to non-technical stakeholders.

- Proven ability to manage multiple tasks, prioritize, and meet deadlines.

Technical Skills (Preferred) :

- Microsoft AZ-800, Identity and Access Administrator Associate, Security Operations Analyst Associate.

- VMware Certified Technical Associate.

- Sophos Central Endpoint & Server Engineer.

- UniFi Network, Datto Advanced Technician, Veeam Backup & Replication, Ironscales Mail Administrator.

- Cisco Meraki Solutions Specialist, Sophos XG Firewall Engineer, Ubiquiti Enterprise Wireless.

- M365 Fundamentals, Modern Desktop Administrator, CompTIA A+.

Work Mode :

- Remote role with mandatory US shift coverage.

- In-person interview at Bangalore office.