Service Desk Specialist II
Job Summary
The Global Service Desk Specialist II provides advanced technical support for one of Astreya’s key global clients. This role handles escalated issues involving computer hardware, software, user access, and enterprise applications while delivering an exceptional customer support experience.
As part of a global operations model, you will address complex incidents, mentor L1 agents, ensure adherence to processes, and contribute to ongoing improvements in the service delivery environment.
Scope
Works independently on moderately complex issues with minimal supervision
Handles technical escalations beyond L1 capability
Follows established procedures while contributing to process refinement
Collaborates with cross-functional teams to resolve issues efficiently
Your Roles and Responsibilities
Advanced Incident & Request Support
Troubleshoot and resolve escalated hardware, software, and application issues across Windows, macOS, Linux, and mobile platforms.
Perform deeper-dive diagnostics for system, profile, and performance issues.
Support enterprise applications, VPN, SSO, MFA, directory services, and endpoint security tools.
Provide remote support, resolving incidents within defined SLAs.
System & Device Administration
Image, configure, and deploy devices following standard procedures, including OS updates, software installation, and security profiles.
Manage device lifecycle actions: provisioning, deprovisioning, asset updates, and inventory accuracy.
Assist in maintaining and improving automated deployment workflows (e.g., Intune, JAMF, SCCM).
Ticket Management & Escalation Handling
Proactively monitor queues, update tickets, and ensure accurate documentation of troubleshooting steps.
Identify recurring issues, propose improvements, and escalate to engineering teams when needed.
Conduct user follow-ups, validate resolution success, and ensure a positive support experience.
Access & Account Support
Support user access issues including password resets, group changes, permission adjustments, and account provisioning tasks.
Assist with troubleshooting access to corporate networks, Wi-Fi, VPN, file shares, and enterprise SaaS applications.
Customer Experience & Collaboration
Maintain a strong customer-service-focused mindset when working with global end users.
Mentor and support L1 agents by providing guidance, documentation updates, and training on common issues.
Collaborate with Resolver Teams to resolve complex incidents.
Operational Contribution
Participate in shift-based global support coverage.
Assist in creating and updating knowledge articles, SOPs, and troubleshooting guides.
Support minor project tasks such as hardware refreshes, software rollouts, and system enhancements.
Required Qualifications / Skills
Bachelor’s degree in a relevant field, or equivalent hands-on experience.
1–4 years of IT support experience, preferably in a global or enterprise environment.
Strong understanding of:
Hardware diagnostics and repair
Windows/macOS troubleshooting
Networking fundamentals (DNS, DHCP, TCP/IP, Wi-Fi)
VPN and remote-access technologies
Enterprise applications and endpoint security tools
Ability to troubleshoot complex technical issues under pressure.
Strong communication, customer service, and collaboration skills.
Ability to follow procedures while identifying when escalation is required.
Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk).
Preferred Qualifications
Experience with Intune, JAMF, SCCM, or other device management solutions.
Familiarity with SSO/MFA solutions (Okta, Azure AD, Google Workspace).
Experience supporting hybrid or remote workforce environments.
IT certifications such as CompTIA A+/N+, ITIL Foundation, or Microsoft (MCSA/MCSE) / Apple technical certs.
Physical Demands & Work Environment
Ability to perform standard office tasks including standing or sitting for extended periods.
Demonstrates strong team player qualities and collaborates effectively with colleagues to achieve shared goals.
Effective verbal and written communication skills.
Some positions may require repetitive motion involving hands and wrists.