The Senior Technical Support Executive will be responsible for delivering advanced technical support, handling complex IT infrastructure issues, and leading deployment/implementation activities across client environments. This role requires deep handson expertise in networking, servers, virtualization, cloud platforms, security, surveillance systems, and backup/DC–DR technologies.
The candidate will also mentor junior engineers, lead critical projects, and ensure high service quality and client satisfaction.
Key Responsibilities
1. Advanced Technical Support & Troubleshooting
Handle escalated L2/L3 support tickets related to network, server, cloud, and security environments.
Diagnose and resolve complex issues involving hardware, software, OS, network, and cloud services.
Perform onsite support for highpriority cases and customer escalations.
Coordinate with OEM support teams for advanced issues.
2. Network Infrastructure Management
Configure and troubleshoot Layer 2 & Layer 3 networks, including:
Switches, routers, firewalls, load balancers
VLANs, routing protocols, VPNs, QoS, and network security policies
Implement wireless solutions, WiFi controllers, heat mapping, and RF optimization.
Monitor and optimize network performance using specialized tools.