Second Level IT Support Specialist (L2) (Banaglore) [R631]

Putzmeister is a worldwide leading solution provider for pumping, mixing and placing concrete, mortar and industrial solids. The company is well known for the quality, durability, and innovation of its products and services. With our parent company Sany Heavy Industries, we are amongst the world market leaders in our business. The Putzmeister Group develops, produces and sells machinery of high technological quality like truck-mounted concrete pumps, stationary concrete pumps, truck mixer, placing booms and accessories, mixing plants and industrial equipment, machinery for tunnel applications, mortar machines, plastering machines and screed machines. Business fields include the construction industry, mining and tunnelling, large industrial projects, power plants and sewage treatment plants, as well as waste incineration plants, all over the world.

Putzmeister is a worldwide leading solution provider for pumping, mixing and placing concrete, mortar and industrial solids. The company is well known for the quality, durability, and innovation of its products and services. With our parent company Sany Heavy Industries, we are amongst the world market leaders in our business. The Putzmeister Group develops, produces and sells machinery of high technological quality like truck-mounted concrete pumps, stationary concrete pumps, truck mixer, placing booms and accessories, mixing plants and industrial equipment, machinery for tunnel applications, mortar machines, plastering machines and screed machines. Business fields include the construction industry, mining and tunnelling, large industrial projects, power plants and sewage treatment plants, as well as waste incineration plants, all over the world.

Job Summary:

We are seeking a highly skilled and experienced Second Level IT Support Specialist to join our global IT Helpdesk team in a product-based company. As a key escalation point for our first-level support team, you will be responsible for resolving complex technical issues, ensuring system reliability, and maintaining high customer satisfaction. You will support internal users and collaborate closely with cross-functional IT teams to maintain operational excellence.

Key Responsibilities:

• Act as the escalation point for unresolved first-level support tickets (L1), providing in-depth troubleshooting and technical resolution.
• Analyze, diagnose, and resolve software and hardware related issues in a Windows-only environment.
• Provide advanced support for core business applications, including Microsoft 365, Entra ID, Active Directory, server landscape and enterprise collaboration tools (e.g., Teams).
• Escalate tickets, if necessary, to the third-level team
• Document solutions and workarounds in the IT knowledge base.
• Monitor system alerts and logs; perform proactive maintenance to reduce downtime.
• Assist with IT onboarding/offboarding processes if special applications or permissions are needed.
• Participate in root cause analysis (RCA) and suggest preventive measures for recurring issues.
• Support third-level team with deployment of new technologies, tools, and software rollouts as required.
• Follow ITIL-based service management practices (incident and change management).

Required Skills and Qualifications:

• Bachelor’s or master's degree in computer science, Information Technology, or a related field (or equivalent experience).
• 6 years + of IT support experience at the L2 level.
• Strong working knowledge of Windows operating systems, Windows Server 2016, 2019, 2022.
• Proficient in Entra ID, Active Directory, Group Policy, Microsoft 365 administration, and basic PowerShell scripting.
• Solid understanding of networking concepts: DNS, DHCP, TCP/IP, firewall, and VPN.
• Experience with ticketing systems (e.g., ServiceDeskPlus, ServiceNow).
• Familiarity with remote support tools (e.g., TeamViewer, Remote Desktop).
• Excellent verbal and written communication skills; ability to communicate complex technical issues to non-technical users.
• Strong problem-solving abilities and a customer-first mindset combined with process following and thinking workstyle.

Preferred Qualifications:

• ITIL Foundation certification.
• Microsoft certifications
• Experience with cloud platforms like MS Azure.
• Knowledge of scripting or automation tools (e.g., PowerShell).

Working Conditions:

• Monday-Friday 8h per day. Schedule to be discussed. No night shifts.
• Work from Office (Bangalore) + Work from Home (Bangalore).