07 Aug
|
Recognized
|
Chennai
07 Aug
Recognized
Chennai
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
collaborative, high -performance support culture.
- Cross -Location IT Coordination: Ensure consistent IT service delivery and transparent 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
1. ITSM Tools: Expertise
in Freshservice and ManageEngine ServiceDesk Plus for incident, problem,
change management, SLA tracking, and ticket prioritization; familiarity
with ITIL processes.
2. Operating Systems: Advanced
administration of Windows 10/11, Windows Server (2019/2022), Linux
(Ubuntu/Kali), and macOS; OS deployment, patch management, and GPO
configuration.
3. Networking: Strong
proficiency in LAN/WAN troubleshooting, VLAN configuration, VPN management
(Sophos VPN, FortiClient), TCP/IP, DNS, DHCP, Wi -Fi (Ruckus/Aruba), and
basic routing/switching on Cisco/Fortinet devices.
4. Directory & Identity
Management: Strong experience with Active Directory (user/group
management, GPO, OU design), Azure AD/Entra ID, MFA configuration, SSO,
and HRMS onboarding/offboarding integration (Darwinbox, Zoho People).
5. Cloud Platforms: Working
knowledge of AWS (EC2, S3, VPC) or Azure for hybrid cloud environments.
6. Cybersecurity Tools: Hands -on
experience with endpoint protection (Bitdefender, Microsoft Defender,
CrowdStrike), firewall management (Fortigate/Sophos), VPN administration,
and basic vulnerability scanning.
7. SLA & Ticketing: Skilled
in SLA tracking, ticket prioritization, escalation management, and
performance metrics reporting; experience generating daily/weekly
operational reports.
8. Virtualization: Proficiency
in VMware ESXi/vSphere and Hyper -V; VM provisioning, snapshot management,
and troubleshooting virtualized server and desktop environments.
9. Project Management: Experience
managing IT asset lifecycle (procurement, deployment, maintenance,
retirement) using ManageEngine or Lansweeper; CCTV, NVR, NAS, printer, and
server hardware support.
10. Automation & Scripting: Proficiency
in PowerShell and/or Python for automating routine tasks: user
provisioning, patch checks, log collection, and operational report
generation.
11. HRMS Integration: Proficiency
in Microsoft 365 (Exchange, SharePoint, Teams, OneDrive) and Google
Workspace administration; IP telephony support (Zoom Phone, IP PBX,
Teams).
12. Documentation &
Communication: Ability to create detailed SOPs,
knowledge base articles, network diagrams, user manuals, and RCA reports;
strong verbal and written communication for cross -functional stakeholders.
13. Productivity Tools: Experience
with backup solutions (Veeam, Acronis, Synology) for data protection;
awareness of business continuity and disaster recovery planning processes.