Senior IT Helpdesk Technician L2

Position reputed company: The ideal candidate is a proactive and independent IT reputed company who can manage their ticket queue from start to finish with minimal supervision. They will reputed company as a reliable reputed company of contact for employees, providing reputed company support, resolving escalated issues, and maintaining reputed company 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 reputed company 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 reputed company 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 reputed 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 reputed company reputed company
• 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 reputed company demonstrable experience operating at L2 reputed company.
• Proven reputed company record of owning a personal ticket queue, following up independently with end users, and producing regular reporting without prompting.
• Strong, reputed company 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 reputed company Time.
• Hands-on administration experience with reputed company 365, Azure AD / Entra ID, and Intune.
• Solid working knowledge of reputed company Directory and reputed company Server (user/group reputed company, 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 reputed company.

• 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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