We are seeking a skilled and customer-focused Tier 2 IT Helpdesk Technician with 5+ years of experience to join our dynamic IT support team. This position is critical to maintaining user productivity and IT service quality, with a strong focus on troubleshooting and resolving issues related to Microsoft Active Directory and Windows environments..  Key Responsibilities: Provide second-line technical support for laptops, desktops, mobile devices, and peripherals across Windows environments. Troubleshoot and resolve incidents related to Microsoft Active Directory (user accounts, group policies, OUs, permissions, login issues, etc.). Support Office suite (Outlook, Excel, Word, PowerPoint) and enterprise collaboration tools. Handle escalations from Tier 1 support and work closely with Tier 3 and infrastructure teams for advanced issue resolution. Perform user onboarding/offboarding and manage access rights through AD and other systems. Provide on-site & off-hour VIP Support for Executives and other urgent cases. Maintain accurate records of issues and resolutions using the service management system (e.g., Zendesk, etc.). Assist with software deployment, patching, and system updates. Ensure compliance with IT security policies and procedures. Identify recurring issues and recommend long-term solutions or process improvements.