Job Posting L2 Support Engineer (International Call Handling)
Location: Hyderabad (Onsite) - Candidate must be from Hyderabad/ South Region
Experience: 5-8 years
Shift: Night- US Shift (PST)
Type: Full-Time
Who We Are:
Base8 provides technology and business consulting services to companies throughout the US and Canada. We like to work with businesses that are serious about scaling, risk management, and developing mature processes ones that are looking for a modern, sophisticated, trustworthy, friendly, high-quality (yet still affordable) technology and business partner.
Who You Are:
This position will be in Hyderabad WFO but you will be working closely with the team in the United States through video chat, instant messaging, e-mail, phone, and through our software. It is important that you have excellent communication skills in English, both written and oral. We are a fast-paced company that is expanding rapidly, and we are seeking team members who will share our vision for the future and work collaboratively to accomplish Base8 goals. We pride ourselves on providing superior service to our clients, which includes having attention to detail, following the processes in place, and being able to adapt to a variety of situations.
About
We are hiring an L2 Support Engineer who will handle technical escalations and answer incoming support calls through the team ring group. The role requires strong troubleshooting skills, excellent communication, and the ability to own issues from call to resolution.
Key Responsibilities:
- Answer customer calls and create/update tickets with accurate details.
- Troubleshoot L2 issues related to:
- Windows OS & macOS
- Microsoft 365 (Exchange, Teams, SharePoint, OneDrive)
- Outlook & mail flow
- Active Directory (user/group management, password resets)
- VPN issues (AnyConnect, GlobalProtect, OpenVPN)
- Basic networking (DNS, DHCP, IP conflicts)
- Laptops/desktops/printers/peripherals
- Perform initial triage and escalate to L3 when required.
- Maintain clear ticket notes and user communication.
- Follow internal SOPs and best practices.
- Support monthly maintenance tasks and recurring operational activities.
Required Skills:
- 5-8 years of IT Service Desk / L2 support experience.
- Strong troubleshooting in Windows, M365, Outlook, AD.
- Good understanding of DNS, DHCP, VPN.
- Experience with ITSM tools (ServiceNow, HaloPSA, ManageEngine, Jira, etc.)
- Excellent spoken English for real-time call handling.
Strong written communication for ticket updates and documentation.
Nice to Have:
- Basic PowerShell
- Azure AD exposure
- Basic VM operations (VM reboot, resource checks)
- ITIL Foundation (optional)
Shifts:
- Primarily US Shift
- Occasional India-shift overlap for meetings or handovers
Skills Required
- 5-8 years of IT Service Desk or Level 2 support experience
- Strong troubleshooting skills in Windows, Microsoft 365, Outlook, and Active Directory
- Good understanding of DNS, DHCP, and VPN technologies
- Experience with ITSM tools such as ServiceNow, HaloPSA, ManageEngine, or Jira
- Excellent spoken English for real-time call handling
- Strong written communication for ticket updates and documentation
- Basic PowerShell
- Azure AD exposure
- Basic virtual machine operations
- ITIL Foundation certification
What We Do
Base8 is a business development platform specializing in managed IT services, consulting, and SaaS. As the parent company of XOverture and Cure8, Base8 provides IT guidance, structure, and support for small and medium-sized businesses through XOverture, and delivers specialized IT and security services tailored for the cannabis industry through Cure8 USA, helping businesses grow and succeed with professional technical oversight.
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