Sr. Technical Support Engineer acts as Level 2 support staff in the IT SD Support escalation matrix. As a Sr. TSE Engineer, you should have a solid technical background with Microsoft products and solutions, ticketing systems, security products like AV, DLP, EDR, Firewall, patch management. A problem-solving attitude with an ability to train new hire and existing staff, can document troubleshooting and training KB articles, coaches team on technical issues. Can co-ordinate with different cross functional team members, vendors for escalated issue resolution.

Responsibilities and Duties
1. Act as L2 escalation point for unresolved cases and come up with a technical way ahead for challenging and unsolved IT SD Support cases.
2. Work on other newly assigned cases from queue as per queue management.
3. Acts as technical mentor on floor to offer quick technical assistance to engineers.
4. Trains recent hires with IT SD technical training program.
5. Train, coach, and mentor L1/L2 Technical Support Engineers on technical aspects.
6.



Acts as problem manager to come out with resolution for IT SD escalations.
7. Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques
8. Acts as technical SME on floor for ticket resolution.
9. Create internal and end user’s KB Articles.
10. Conduct technical awareness and troubleshooting trainings for existing staff.
11. Create SOP on recurring issues to capture troubleshooting steps.
12. Vendor management for product related deployment, upgrade, and escalation management.
13. Ensure ticket documentation, categorization and classification are precise.
14. Ensure compliance and process adherence in all transaction and service delivery.
15. Partner with cross-functional teams to assist with troubleshooting Major Incidents impacting IT services as needed.
16. Work in 24X7 rotational shift to provide round the clock IT Support to customers as per schedule

📌 Sr. Technical Support Engineer/Technical Support Engineer (Gandhinagar)
🏢 Advantmed India
📍 Gandhinagar