Helpdesk Supervisor / Level 2 IT Support Engineer

Protaxhelp Pvt Ltd is seeking an experienced Helpdesk Supervisor / Level 2 IT Support Engineer to lead and support our IT service operations. The ideal candidate will have a minimum of 10 years of experience in IT and a solid background in supervising a technical team. This role involves managing a team of five IT support professionals, overseeing incident and ticket management workflows, and ensuring seamless technical support for users across international and US-based environments. This position requires expertise in Microsoft 365 administration, endpoint management, network troubleshooting, and IT service management aligned with ITIL frameworks. The Helpdesk Supervisor is responsible for maintaining high service levels and resolving complex technical issues related to network infrastructure, cybersecurity controls, hardware and software troubleshooting, and user access management. The candidate will utilize strong leadership skills to mentor and guide team members, implement best practices for incident resolution, and collaborate with vendors to optimize IT operations. The role demands proficiency in various IT tools such as Microsoft Intune, Group Policy, Windows Server, Remote Desktop Services, and ticket tracking software, alongside hands-on experience with cybersecurity standards like ISO 27001.
Responsibilities

Lead, supervise, and mentor a team of five IT support professionals, ensuring efficient performance and skill development.
Manage and monitor the incident management process to resolve technical issues promptly while maintaining service level agreements.
Oversee the use of ticketing systems and remote support tools to track and address user requests and escalations effectively.
Perform advanced network troubleshooting including TCP/IP protocols, subnetting, VLAN configuration, and multi-site VPN support.
Conduct hardware and software diagnostics to identify root causes and implement corrective measures.
Administer Microsoft 365 environments, including Microsoft Entra ID and Intune, to configure and secure user endpoints.
Develop and maintain standard operating procedures (SOPs) to streamline IT service delivery and incident handling.
Coordinate with vendors for procurement, support contracts, and escalation of hardware or software issues as needed.
Apply ITIL best practices for incident, problem, change, and service-level management to improve IT service quality.
Support firewall, managed switch configurations, wireless infrastructure, and enforce robust network security policies.
Maintain oversight of user access management to uphold cybersecurity standards and compliance with ISO 27001.
Utilize remote desktop protocols and remote desktop services to assist end-users efficiently and securely.
Monitor and manage endpoint security, leveraging RMM platforms and other related tools to protect IT assets.
Implement and oversee SLA management ensuring adherence to contracted service agreements and user satisfaction.
Provide technical guidance in supporting critical business applications such as QuickBooks, tax software, payroll systems, and document management platforms.
Ensure continuous improvement of IT operations through proactive monitoring, incident review, and knowledge sharing across the team.