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
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- 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 new 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 exact. 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 cl

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