Job Summary IT Support Lead Engineer acts as Level 3 support staff in the IT SD Support escalation matrix. As a lead engineer, you should have a solid technical background with Microsoft products, ticketing systems, security products like AV, DLP, Firewall, patch management. A problem-solving attitude with an ability to train recent 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 L3 escalation point for unresolved cases and come up with a technical way ahead for challenging and unsolved IT SD Support cases.

- Acts as technical mentor on floor to offer quick technical assistance to L1 and L2 engineers.
- Trains new hires with IT SD technical training program.
- Train, coach, and mentor L1/L2 Technical Support Engineers on technical aspects.
- Acts as problem manager to come out with resolution for IT SD escalations and IT projects.
- Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques.
- Acts as technical SME on floor for ticket resolution.
- Document organization SOP for various solutions implementation and maintenance related management.
- Create internal and end user’s KB Articles.




- Conduct technical awareness and troubleshooting trainings for existing staff.
- Create SOP on recurring issues to capture troubleshooting steps.
- Vendor management for product related deployment, upgrade, and escalation management.
- Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k). Desired skills & competencies 1. Graduate in any discipline.
- Expert in Microsoft products like desktop and server O.S., AD/Domain controller, WSUS, Bit locker, Exchange Server, O365.
- Sound knowledge of Endpoint security, DLP Products, WDS, SCCM.
- Sound knowledge of windows OS, MS Severs, endpoints hardware and related troubleshooting.
- At least 10 years + years of total IT experience with minimum 5 years of experience with IT Helpdesk / service desk in resolving technical escalation at level 2 and above profile.
- Microsoft/O365 Certification.
- Networking, security certification is an added advantage.
- Drive, self-motivation, and ability to work under own initiative.
- Excellent customer Service Skills, Excellent problem-solving skills.
- Proactive and creative, Attention to detail, Excellent research skills. 11.

Excellent

English communication skill (both Written & Verbal).

- Customer-centric 13.

Problem

Solver 14. Critical thinker 15. Can work under pressure 16. Multi-tasking.

📌 Lead Support Engineer (Gandhinagar)
🏢 Advantmed India
📍 Gandhinagar