We are
seeking an experienced Senior Technical Support Engineer to deliver
advanced -level IT support across hardware, software, networking, and
cybersecurity environments. Based in Chennai and supporting multiple branch
locations, you will serve as a technical escalation point for IT issues, mentor
junior engineers, own SLA compliance, and drive process improvements for our
cybersecurity and healthcare clients. This role is a key bridge between
frontline support and IT management.
- Advanced Technical Support & Escalation: Serve as the primary escalation point for complex hardware,
software, networking, and cybersecurity issues, ensuring swift resolution
and minimal business disruption for clients in healthcare and
cybersecurity sectors.
- SLA Ownership & Performance Management: Own SLA compliance for all assigned tickets, monitor resolution
timelines, conduct ticket audits, analyze metrics, and implement
corrective actions to maintain high service standards.
- Mentoring & Knowledge Transfer: Guide and mentor junior IT support engineers, conduct
knowledge -sharing sessions,



review their work quality, and help build a
team-oriented, high -performance support culture.
- Cross -Location IT Coordination: Ensure consistent IT service delivery and clear communication
across Chennai and branch offices; coordinate remote support and travel
for on -site resolution as needed.
- Process Improvement & Documentation: Identify inefficiencies in support workflows and design SOPs,
runbooks, and knowledge base articles to improve first -call resolution
rates and reduce repeat incidents.
Cybersecurity & Compliance Support: Collaborate with cybersecurity teams on
endpoint protection, firewall management, VPN administration, and compliance
activities aligned with GDPR, HIPAA, and ISO 27001 standards.

Requirements
- ITSM Tools: Expertise
in Freshservice and ManageEngine ServiceDesk Plus for incident, problem,
change management, SLA tracking, and ticket prioritization; familiarity
with

📌 Senior Engineer (Chennai)
🏢 SQ1 Security Technology
📍 Chennai