Helpdesk Engineer 2 - Intl India

Insight Global is seeking a Tier 2 Help Desk Engineer to provide technical support for employees across the organization for a cybersecurity client of ours. This individual will act as an escalation point for Tier 1 issues, troubleshooting and resolving complex technical problems related to endpoint devices, productivity applications, identity management, and collaboration tools. The ideal candidate is customer-focused, technically proficient, and experienced supporting a Mac-based environment.

• Provide Tier 2 technical support for end-user hardware, software, networking, and access-related issues.

• Troubleshoot and resolve escalated incidents involving macOS, iOS devices, Google Workspace applications, Slack, and related technologies.

• Manage and resolve tickets through the company’s ticketing system while adhering to service-level expectations.

• Support users with Gmail, Google Calendar, Google Drive, and other Google Workspace services.

• Diagnose and resolve endpoint issues for remote employees across multiple geographies.

• Collaborate with other IT teams to escalate and resolve complex technical problems.

• Create and maintain technical documentation, knowledge base articles, and standard operating procedures.

3-5+ years of experience in a Tier 2 Help Desk, Service Desk, or IT Support role.

• Strong experience supporting macOS and iOS environments.

• Hands-on experience administering and troubleshooting:

Google Workspace (Gmail, Google Calendar, Google Drive, etc.) Slack, Remote collaboration tools

• Experience working with enterprise ticketing systems.

• Strong troubleshooting, problem-solving, and customer service skills. - Experience with Okta for identity and access management.

• Experience with Kandji for Apple device management.

• Experience using Jira for ticketing and workflow management.