Job Description: Senior System & Infrastructure Support Engineer
Role OverviewWe are seeking an experienced Senior System & Infrastructure Support Engineer with 5+ years of hands-on expertise in enterprise IT desktop support, Windows Server administration, and Contact Center Infrastructure (Genesys) management. The ideal candidate will be responsible for handling L1–L4 incidents, server and application monitoring, user endpoint management, and security compliance, while collaborating closely with business and development teams in an enterprise banking setting.
Key Responsibilities
- Endpoint & IT Infrastructure Support:
- Provide L1 to L4 support for end-user IT hardware, software applications, and remote branches using enterprise tools like LANDesk.
- Manage desktop hardening policies, software installations, printer setups, and enterprise mail client configurations (MS Outlook, Mozilla Thunderbird).
- Enforce client security policies, manage antivirus definitions (McAfee Endpoint), and perform data recovery operations (Pointsec).




- Contact Center & Genesys Platform Administration:
- Monitor and troubleshoot Genesys platforms, including SIP Server, CC Pulse, Universal Routing Design (URD/IRD), Outbound Contact Server (OCS), and Eservices.
- Develop and upload Interaction Routing Development (IRD) strategies for email/call routing, and coordinate UAT sign-offs for new business services.
- Perform system log analysis, monitor voice/screen recording statuses, and manage outbound/inbound call flow metrics via CC Pulse and WFM tools.
- Windows Server Administration:
- Configure and manage Active Directory Domain Services (Windows Server 2008/2012), including Domain Controllers (DC/ADC), user/group GPOs, and Organizational Unit (OU) control delegation.
- Administer local and roaming profiles, Home Folders, and File Server Resource Manager (FSRM) policies.
- Incident, Change & Escalation Management:
- Handle L1/L2 incident tickets via ServiceNow / I Helpdesk, conduct

📌 Senior System (Hyderabad)
🏢 3i Infotech
📍 Hyderabad