Technical Support Specialist (L2) – Product IT

Technical Support Specialist (L2) – Product IT

Mumbai / Delhi / Chennai

IT Support / Infrastructure | Reports to: Head of Department

About the Role

We’re looking for an experienced L2 Technical Support Specialist to provide advanced troubleshooting support across remote desktop services, server/virtualization environments, and cybersecurity solutions. You’ll handle escalations from L1 support and ensure system stability, security, and performance across our IT infrastructure.

What You’ll Do

✅ Troubleshoot complex Remote Desktop Services (RDS) issues — connectivity, performance, functionality

✅ Handle L1 escalations requiring deeper technical expertise

✅ Manage user account setup, configuration, and access for remote desktop environments

✅ Monitor security logs and respond to potential security incidents

✅ Perform server and VM installations; manage domain infrastructure

✅ Configure and maintain: Infinity Suite (Standard/Plus/Cube, Virtualization, Spectrum, Data PIN, VoIP), Angel Cybersecurity, Marpoint Firewall

✅ Manage firewalls: Netgear, Cisco Basic, MikroTik (Hex Lite, RB +91-XXXXXXXXXX), FutureKonnect, HAMS

✅ Oversee file replication via GTReplication

✅ Deploy/monitor antivirus & endpoint security: GT Sentinel, PortIT, Vanirlite AV, Datto EDR, CrowdStrike (incident ticket management)

What We’re Looking For

Strong hands-on RDS troubleshooting experience (L2 level)

Server/VM installation and domain infrastructure management

Firewall configuration expertise (Netgear, Cisco, MikroTik, Marpoint, FutureKonnect)

Cybersecurity monitoring and incident response experience

Familiarity with file replication and antivirus/EDR tools

Strong analytical and problem-solving abilities

Excellent communication and documentation skills

Pay: ₹65,000.00 – ₹95,000.00 per month

Application Question(s):

• How many years of hands-on experience do you have with Remote Desktop Services (RDS) troubleshooting and server/VM installation?

• Which of the following have you configured or managed professionally: firewalls (Cisco/MikroTik/Netgear), antivirus/EDR tools (CrowdStrike/Datto EDR), or virtualization platforms? Please specify ?

• Current CTC ?

• Expected CTC ?

• Notice Period ?

• Comfortable travelling to Andheri ?

Work Location: In person