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Tier 2 Help Desk Support Engineer- Remote-Pune Location Job Summary We are seeking a skilled Tier 2 Help Desk Support Engineer with 35+ years of experience supporting Apple and Google Workspace environments. The ideal candidate will provide end-user support, troubleshoot technical issues, and manage service requests primarily through Slack , while also handling tickets in Jira and other ticketing systems. Must-Have Qualifications 35+ years of Tier 2 Help Desk / IT Support experience. Strong experience supporting: MacOS iOS devices Google Workspace (Gmail, Google Calendar, Google Drive, etc.) Slack Experience working with ticketing systems and incident management processes. Strong troubleshooting, communication, and customer support skills. Preferred Qualifications (Plusses) Okta Kandji Jira Administration or advanced Jira experience Key Responsibilities Provide Tier 2 support for MacOS and iOS users. Troubleshoot and resolve Google Workspace-related issues, including Gmail and Google Calendar. Handle day-to-day help desk requests, with the majority of support requests coming through Slack and additional requests managed through Jira . Track, prioritize, and resolve incidents and service requests within SLA requirements. Support user onboarding, account provisioning, and device management. Collaborate with internal teams to escalate and resolve complex technical issues. Maintain accurate documentation and knowledge base articles. Required Technical Skills MacOS Support iOS Support Google Workspace Administration Gmail & Google Calendar Support Slack Administration & Troubleshooting Help Desk / Service Desk Operations Ticket Management End-User Support Nice to Have Okta Identity Management Kandji MDM Jira Apple Device Management Note: Help desk requests are primarily received through Slack , with ticket tracking and issue management handled through Jira . Shifts:- 1st Shift (Day)7:00 AM 3:00 PM 2nd Shift (Afternoon/Swing)3:00 PM – 11:00 PM 3rd Shift (Night/Graveyard)11:00 PM – 7:00 AM
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