Job description:

1.Technical Leadership: Providing technical expertise and guidance to junior team members, assisting them in problem-solving and decision-making.

2. Advanced Troubleshooting: Utilizing advanced troubleshooting techniques and diagnostic tools to diagnose and resolve complex technical issues across various IT systems and platforms.

3. Complex Issue Resolution: Handling escalated technical issues and complex problems that junior engineers are unable to resolve independently.

4. Emergency Response: Being available for on-call support or emergency response duties to handle critical incidents outside of regular business hours.

5. Quality Assurance: Ensuring that support services meet established quality standards and adhere to service level agreements (SLAs) for response and resolution times.

6. Risk Management: Identifying potential risks to IT systems and developing strategies to mitigate them, such as implementing proactive monitoring or redundancy measures.

7. Mentorship and Training: Mentoring junior support engineers, sharing knowledge, and providing training sessions to help them improve their skills and capabilities.

8. Process Improvement: Identifying areas for process improvement within the support team and implementing solutions to enhance efficiency and effectiveness.

9. Escalation Management: Managing the escalation process for critical incidents,



coordinating with other teams or external vendors to ensure timely resolution.

10. Performance Monitoring and Reporting: Monitoring the performance of IT systems, analyzing trends, and generating reports to identify areas for improvement and track support team performance metrics.

11. Team Collaboration: Collaborating with other teams, such as development, infrastructure, and security teams, to address cross-functional issues and improve overall IT service delivery.

12. Customer Relationship Management: Building and maintaining positive relationships with internal stakeholders and end-users, effectively communicating technical information in a explicit and understandable manner.

13. Project Participation: Participating in IT projects related to system upgrades, migrations, or implementations, providing input on support requirements and potential impact on end-users.

14. Documentation and Knowledge Management: Overseeing the creation and maintenance of comprehensive documentation for support processes, troubleshooting procedures, and system configurations.

15. Continuous Learning and Development: Staying updated with the latest technologies, trends, and best practices in the IT industry through ongoing learning, training, and professional development activities.

Pay: Up to ₹400,000.00 per year

Benefits:

- Health insurance
- Leave encashment
- Provident Fund

Work Location: In person

📌 Senior Technical Support Engineer (India)
🏢 SQ1 Security Technology Private
📍 India