L2 Support Specialist, MediaOps

About Adapt
Adapt operates cloud-based infrastructure and workstations used by production and post-production teams. This role is the first line of support for those users: you keep people working, you document what you find, and you escalate with enough context that the next technician can act.
About the role
The L2 Support Specialist is the first point of contact for MediaOps support. You will field tickets, troubleshoot Windows and macOS issues, administer Microsoft 365 user accounts for onboarding and offboarding, and follow runbooks so routine work is handled consistently.
This is an L2 role. The right person can grow into L3 over time by building depth in our operations environment, ticket quality, and judgment about when to resolve versus escalate.
What you will do
Own the L2 queue: triage, document, and resolve incoming support tickets for MediaOps workstations and related user issues.
Troubleshoot Windows and macOS problems, including connectivity, local client setup, login, performance, and common application issues.
Walk users through first-line checks, capture reproduction steps and evidence, and keep ticket notes accurate enough for a clean handoff.
Administer Microsoft 365 user accounts, including account creation and disablement, license assignment, mailbox basics, group access, and standard onboarding and offboarding checklists.
Escalate in scope: identify issues that belong withL3, Cloud Engineering, or another owner; include what was tried, impact, and supporting detail; follow the ticket until the user is unblocked.
Communicate clearly with editors, engineers, and other MediaOps users, including people who are not technical.
Follow documented runbooks and suggest practical updates when you find gaps or repeating patterns.

Required qualifications
3–5 years in help desk, desktop support, or L1/L2 IT support. Experience in a media, creative, or production environment is a plus.
Solid working knowledge of Windows (10/11), including user profiles, networking basics, and common desktop troubleshooting.
Working knowledge of macOS, including user accounts, network settings, permissions, and typical client or application issues.
Experience with a ticketing system (osTicket, Jira Service Management, Zendesk, ServiceNow, or similar).
Microsoft 365 administration basics: user lifecycle, licenses, groups, and mailbox administration.
Clear written and verbal English; able to write ticket notes another technician can act on.
Judgment to stay in L1 scope and escalate rather than guess at backend or security-sensitive changes.
Ability to work India Standard Time hours in support of MediaOps users in that coverage window.
Nice to have
Some AWS familiarity (console basics, regions, instance state). You will not be expected to design or own cloud infrastructure.
Experience supporting remote or cloud workstations (Amazon DCV or similar).
Exposure to media workflows or creative applications (Pro Tools, Adobe Premiere, DaVinci Resolve, or similar).
Experience with high-bandwidth remote sessions or cloud media storage tools.
How we will measure success
First 90 days
Handle routine MediaOps workstation tickets and Microsoft 365 onboarding/offboarding with little rework.
Keep tickets complete: correct priority, clear notes, and timely user updates.
Escalate with context: what was tried, evidence, and who is blocked.
Growth path
Over time, take on more complex workstation issues, improve runbooks, and expand toward L3 responsibilities if performance and interest support it.
Adapt is an equal opportunity employer. Compensation, employment type, and pre-employment requirements will be confirmed by HR.

Work arrangement
Yes