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# Helpdesk Engineer 2 - Intl India

- **Company:** Insight Global
- **Location:** San Francisco, CA, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Apple IOS, Apple Mac Systems, JIRA, Collaborative Software, Google Calendar, Identity and Access Management, Issue Tracking Systems, Productivity Software, Okta, Google Drive, Software Troubleshooting, Gsuite
- **Published:** July 16, 2026
- **Apply:** https://www.juju.com/job/00000000gh6f0r

## About the Role

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.

## Description

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.


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