Helpdesk Supervisor / Level 2 Technical Support

About the role

Protaxhelp Pvt Ltd seeks an experienced Helpdesk Supervisor / Level 2 Technical Support Engineer to lead a team of five IT support professionals. The role focuses on delivering high‑quality IT services to users in international and US‑based environments while ensuring compliance with ITIL and ISO 27001 standards.

Key responsibilities

• Lead, mentor and develop a team of five IT support staff.
• Manage incident and ticket workflows, maintaining SLA compliance.
• Perform advanced network troubleshooting (TCP/IP, VLAN, VPN, subnetting).
• Administer Microsoft 365, Microsoft Entra ID, Intune, Group Policy, and Windows Server.
• Oversee endpoint security using RMM tools and enforce cybersecurity policies.
• Develop and maintain SOPs for incident, problem, change and service‑level management.
• Coordinate with vendors for hardware/software procurement and support.

Required profile

• Minimum 10 years of IT experience with proven supervisory experience.
• Strong knowledge of ITIL processes and ISO 27001 compliance.
• Excellent analytical and problem‑solving abilities.

Required skills

• Microsoft 365 administration
• Microsoft Intune
• Group Policy
• Windows Server
• Remote Desktop Services
• Ticketing systems
• Network troubleshooting (TCP/IP, VLAN, VPN, subnetting)
• Firewall and managed switch configuration
• Endpoint security and RMM platforms
• ISO 27001 standards
• ITIL framework