Job Description

Job Summary

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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 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.

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Responsibilities and Duties

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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.

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2. Acts as technical mentor on floor to offer quick technical assistance to L1 and L2 engineers.

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3. Trains recent hires with IT SD technical training program.

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4. Train, coach, and mentor L1/L2 Technical Support Engineers on technical aspects.

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5. Acts as problem manager to come out with resolution for IT SD escalations and IT projects.

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6. Demonstrable ability to think around issues and look at the wider picture in order to provide

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solutions through a variety of problem-solving techniques.

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7. Acts as technical SME on floor for ticket resolution.

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8. Document organization SOP for various solutions implementation and maintenance related management.

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9. Create internal and end user's KB Articles.

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10.



Conduct technical awareness and troubleshooting trainings for existing staff.

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11. Create SOP on recurring issues to capture troubleshooting steps.

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12. Vendor management for product related deployment, upgrade, and escalation management.

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13. Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k).

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Desired skills & competencies

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1. Graduate in any discipline.

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2. Expert in Microsoft products like desktop and server O.S., AD/Domain controller, WSUS, Bit locker, Exchange Server, O365.

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3. Sound knowledge of Endpoint security, DLP Products, WDS, SCCM.

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4. Sound knowledge of windows OS, MS Severs, endpoints hardware and related troubleshooting.

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5. 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.

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6. Microsoft/O365 Certification.

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7. Networking, security certification is an added advantage.

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8. Drive, self-motivation, and ability to work under own initiative.

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9. Excellent customer Service Skills, Excellent problem-solving skills.

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10. Proactive and creative, Attention to detail, Excellent research skills.

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11. Excellent English communication skill (both Written & Verbal).

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12. Customer-centric

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13. Problem Solver

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14. Critical thinker

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15. Can work under pressure

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16. Multi-tasking.

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