Tier 2 Tech Support (Pune)

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. - Solid 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 Shi .