SAP IBP Support Analyst
MKS Instruments
PythonSQL
Technical Support Specialist, Level 2
VirtueStaff
contract
Posted on:
Location: 🇮🇳 India
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
CloudFirewallsServiceNowVMware
About the role
- Proactive Level 2 Tech Support handling second-level technical issues.
- Provide Level 1/2 support: workstation setup, Office 365 admin, printers, peripherals, software troubleshooting.
- Onboard new users: workstation builds and application setup.
- Manage tickets in systems like Autotask, ServiceNow, Remedy.
- Support security tools (SentinelOne, EDR) and perform basic server, firewall, virtualization troubleshooting (VMware, Hyper-V).
- Document solutions, escalate issues, and improve knowledge base.
- Collaborate with technicians to ensure coverage and quality customer service.
Requirements
- Experience in a Managed Services Provider (MSP) environment required.
- Strong knowledge of Office 365 administration and support.
- Proficiency with Windows workstations (builds, OS installation, troubleshooting, application setup).
- Experience with ticketing systems (Autotask preferred, but others accepted).
- Familiarity with EDR/security tools (e.g., SentinelOne).
- Basic exposure to firewalls, servers, and virtualization (VMware/Hyper-V a plus).
- Excellent English communication skills with a clear, easy-to-understand accent.
- Prior customer-facing technical support experience.
- Ability to work independently while following established processes.
- Broader IT knowledge beyond one specialization.
- Familiarity with MSP tools and workflows.
- Experience supporting onboarding processes for new users and devices.
- Additional technical exposure to advanced IT concepts (servers, networking, cloud environments).
