XTN-CCC1822 | L2 HELPDESK SUPPORT SPECIALIST

The Helpdesk Support Specialist (L2) acts as the second line of support, handling escalated tickets from the L1 team and providing advanced troubleshooting for systems, user management, and application integrations. This role requires deeper technical expertise across Microsoft 365, identity management, and endpoint administration — all delivered remotely.

• Health Insurance/HMO 
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

• Handle escalated L1 incidents, providing root-cause analysis and permanent resolutions.
• Support complex issues involving Microsoft 365 administration (Exchange, Teams, SharePoint).
• Manage user accounts and group memberships in Active Directory and Okta.
• Troubleshoot VPN and network configuration issues (DNS, static IP, certificate errors).
• Administer user access and permissions across Microsoft 365, Jira, and Confluence.
• Participate in patch deployment and compliance checks under guidance from IT Operations.
• Maintain documentation for recurring technical issues and resolutions.
• Identify patterns in incident trends and propose process or training improvements.
• Support escalated onboarding/offboarding cases, ensuring secure device and account handling. 

• Proficiency with Microsoft 365 administration (Exchange, Teams, SharePoint, OneDrive).
• Experience with Active Directory and Okta/SSO/MFA management.
• Knowledge of endpoint management, patching, and imaging (Windows/macOS).
• Understanding of basic networking (VPN, DNS, IP configuration).
• Excellent problem-solving and analytical abilities.
• Ability to mentor L1 technicians and collaborate cross-functionally. 

• CompTIA Network+ or Security+, Microsoft 365 Certified: Modern Desktop Administrator Associate, or equivalent.