IT Helpdesk & Support Specialist (L2 Support)

Designation: IT Helpdesk & Support Specialist (L2)

Location: Ahmedabad

Experience Range: 4+ years

Salary Range: - Upto 15.00

Working Days : 5 DAYS

Job Profile:

Position Summary

We are seeking a motivated and technically skilled IT Helpdesk & Support Specialist to join our growing India-based team. This is a newly created, critical role designed to provide real-time, on-the-ground IT support to all India-based employees during local India business hours.

Currently, the IT helpdesk function is staffed entirely from the United States, creating a significant time-zone gap that delays support for the corresponding India team and limits our ability to detect and respond to security incidents in real time. This role will bridge that gap -- ensuring employees in India receive prompt, knowledgeable IT assistance and that any infrastructure issues, data breaches, or security alerts are identified and escalated immediately, without waiting for the US team to come online.

Key Responsibilities

Day-to-Day Helpdesk Support

• Serve as the first point of contact for all IT-related issues raised by India-based employees via phone, email, chat, or ticketing system
• Troubleshoot and resolve hardware, software, network, and connectivity issues in a timely manner
• Set up, configure, and maintain employee workstations, laptops, mobile devices, printers, and peripherals
• Manage user accounts, access provisioning, and password resets across Active Directory, Microsoft 365, and other company systems
• Assist with onboarding new employees -- equipment setup, account creation, and orientation to IT systems

Security Monitoring & Incident Response

• Monitor security alerts, system logs, and network activity during India business hours to detect anomalies or potential threats
• Act as the real-time local point of contact for any data breach, ransomware, unauthorized access, or cybersecurity incident -- immediately escalating to the US IT team and management
• Follow established incident response procedures and document all security events thoroughly.

Infrastructure & Systems Support

• Support local network infrastructure including Wi-Fi, switches, VPN, and internet connectivity
• Coordinate with US IT team on infrastructure projects, system rollouts, and maintenance windows
• Assist with backup verification and ensure business continuity procedures are in place locally

Collaboration & Communication

• Maintain clear, consistent communication with the US-based IT team -- providing daily handoff notes, incident summaries, and status updates
• Log all support tickets and incidents in the IT service management (ITSM) system with detailed notes
• Participate in regular IT team meetings (may require occasional early morning or evening calls to align with US time zones)

Qualifications & Requirements

Education

• Bachelor's degree in information technology, Computer Science, or a related field -- OR equivalent practical experience

Experience

• 3-5 years of experience in an IT helpdesk, desktop support, or systems administrator role – Candidates with cross border/US reporting experience would be preferred
• Hands-on experience supporting Windows and/or macOS environments
• Experience working with Microsoft 365 (Exchange, Teams, SharePoint, OneDrive).

Technical Skills

• Strong troubleshooting skills across hardware, OS, networking, and applications
• Working knowledge of TCP/IP networking, DNS, DHCP, VPN, and firewall fundamentals
• Understanding of cybersecurity concepts: endpoint security, phishing, MFA, data loss prevention.

Soft Skills

• Strong sense of urgency and accountability, especially around security incidents
• Customer-service mindset with patience and professionalism
• Detail-oriented with strong documentation habits.

Preferred Qualifications

• Industry certifications: CompTIA A+, Network+, Security+, Microsoft MD-102, or equivalent
• Experience in a US-headquartered multinational company or supporting cross-border teams
• Knowledge of ITIL framework and service management best practices.

Company Profile:

We are a Chartered Accountancy firm, commenced its journey from Ahmedabad in February 1976. With a team of more than 400 associates, including 20 partners, our firm is omnipresent in the western region. Our inspiration and roots derive from one of the most distinguished professionals having a multitude of personalities.

Under the leadership of our founder CA. we set to match the highest ethical standards, values, and discipline as fostered in the organization, We have established ourselves as a niche boutique firm with its presence across all the metro cities of India with a head office at Ahmedabad.

Thanks & Regards,

Jelanshi Shah

HR Recruiter

Mantras2Success

+91 7227046633