Job DescriptionSr.

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.

NResponsibilities and Duties

N

n
- Act as L2 escalation point for unresolved cases and come up with a technical way ahead for challenging and unsolved IT SD Support cases.
N
- Work on other newly assigned cases from queue as per queue management.
N
- Acts as technical mentor on floor to offer quick technical assistance to engineers.
N
- Trains current hires with IT SD technical training program.
N
- Train, coach, and mentor L1/L2 Technical Support Engineers on technical aspects.
N
- Acts as problem managerto come out with resolution for IT SD escalations.
N
- Demonstrable ability tothink around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques
N
- Acts as technical SME on floor for ticket resolution.
N
- Create internal and enduser's KB Articles.
N
- Conduct technical awareness and troubleshooting trainings for existing staff.
N
- Create SOP on recurringissues to capture troubleshooting steps.
N
- Vendor management for product related deployment, upgrade, and escalation management.
N
- Ensure ticket documentation, categorization and classification are precise.
N




- Ensure compliance and process adherence in all transaction and service delivery.
N
- Partner with cross-functional teams to assist with troubleshooting Major Incidents impacting IT services as needed.
N
- Work in 24X7 rotationalshift to provide round the clock IT Support to customers as per scheduled shift roster.
N
- Identify opportunities to improve First Contact Resolution of Incidents by Service Desk, by partnering with wider IT functions, proactive documentation/communication.
N
- Take ownership and deliver on tasks assigned related various IT projects.
N
- Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k).
N

nDesired skills & competencies

N

n
- Graduate in any discipline.
N
- Expert in Microsoft products / solutions like desktop and server O.S., AD/Domain controller, WSUS, Bit locker, Azure AD, O365.
N
- Sound knowledge of Endpoint security, DLP Products, WDS, SCCM.
N
- Sound knowledge of windows OS, MS Severs, endpoints hardware and related troubleshooting.
N
- At least 5 years + years of total IT experience with minimum 2 years of experience with IT Helpdesk / service desk in resolving technical escalation at level 2 and above profile.
N
- Microsoft/O365/Azure Certification.
N
- Networking, security certification is an added advantage.
N
- Drive, self-motivation,and ability to work under own initiative.
N
- Excellent customer Service Skills, Excellent problem-solving skills.
N
- Proactive and creative,Attention to detail, Excellent research skills.
N
- Excellent English communication skill (both Written & Verbal).
N
- Customer-centric
n
- Problem Solver
N
- Critical thinker
n

N15.Can work under pressure

N16. Multi-tasking.

📌 Hiring: Sr. Technical Support Engineer/Technical Support Engineer (Odhav)
🏢 Advantmed India
📍 Odhav