Helpdesk Technician

Role Overview:

Grant Thornton is hiring a Help Desk Technician (Tier 2/3) to be the escalation point for the IT issues that Tier 1 can't close the account, access, endpoint and networking problems that need real root-cause work, not another restart. You'll operate as part of a lean, fast-moving IT function, working closely with the infrastructure team to keep employees productive and secure as the company scales. This is a hands-on technical role with a mentorship component: you're expected to fix the hard tickets yourself and make Tier 1 better at catching the next one.

Location: Mahadevpura, Bengaluru

Shift Timings- 6:30 PM- 3:30 AM and 9:30 PM- 6:30 AM

Work Model-5 days WFO, Both Sided cab facility available

Mission

Resolve the technical issues Tier 1 can't, keep endpoints, identity and networking running reliably, and build the knowledge base that lets the support function scale without you being the single point of failure.

Your Impact

Escalated Support & Troubleshooting

- Resolve escalated tickets from Tier 1 across endpoints, applications, networking, and identity/access.

- Perform advanced troubleshooting and root-cause analysis; implement permanent fixes, not just workarounds.

Identity, Access & Endpoint Administration

- Administer Active Directory / Entra ID, Microsoft 365, and Group Policy; manage complex account, permissions, and access issues.

- Manage endpoint tooling: imaging, MDM (Intune/Jamf), patching, and software deployment.

Networking & Infrastructure Support

- Support and troubleshoot networking (DNS, DHCP, TCP/IP, VPN, Wi-Fi) and coordinate with network/infrastructure teams.

- Assist with server, virtualization, and cloud service issues as needed.

Knowledge, Security & Team Support

- Mentor Tier 1 technicians and serve as an escalation point and knowledge resource.

- Contribute to and maintain the knowledge base, runbooks, and standard operating procedures.

- Follow and help enforce security/compliance procedures (MFA, least-privilege access, incident reporting).

- Participate in on-call rotation as required.

What We'd Look For

We'd favor someone who genuinely enjoys diagnosing the tricky problem over someone who's comfortable staying at the surface-level fix. This role sits close to the infrastructure team, so a technician who documents as they go and mentors Tier 1 along the way will have more leverage and more growth path than one who just closes tickets.

You're Our Help Desk Technician If

- You have 3-7 years in desktop support, help desk, or systems administration, including hands-on Tier 2/3 escalation work.

- You have deep working knowledge of Windows and macOS, Active Directory / Entra ID, and Microsoft 365 administration.

- You have solid networking fundamentals (DNS, DHCP, TCP/IP, VPN) and can diagnose connectivity issues methodically, not by guesswork.

- You're experienced with endpoint management/MDM tools and remote support platforms.

- You're proficient with ticketing systems (e.g., ServiceNow, Jira, Zendesk) and comfortable working within SLA-driven workflows.

- You have strong troubleshooting, documentation, and communication skills, and can work independently once pointed at a problem.

Nice-to-Haves

- CompTIA Network+/Security+, Microsoft (MD-102, AZ-104), or ITIL certifications.

- Experience with scripting/automation (PowerShell) for support tasks.

- Exposure to cloud platforms (Azure/AWS), virtualization (VMware/Hyper-V), or server administration.

- Experience in a regulated or enterprise environment.

Note- This role is for one of our premium clients who is setting up their GCC in Bangalore.