Sr. 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 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- Act as L2 escalation point for unresolved cases and come up with a technical way ahead for challenging and unsolved IT SD Support cases.- Work on other newly assigned cases from queue as per queue management.- Acts as technical mentor on floor to offer quick technical assistance to 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.- 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.- 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.- Ensure ticket documentation,



categorization and classification are precise.- Ensure compliance and process adherence in all transaction and service delivery.- Partner with cross-functional teams to assist with troubleshooting Major Incidents impacting IT services as needed.- Work in 24X7 rotational shift to provide round the clock IT Support to customers as per scheduled shift roster.- Identify opportunities to improve First Contact Resolution of Incidents by Service Desk, by partnering with wider IT functions, proactive documentation/communication.- Take ownership and deliver on tasks assigned related various IT projects.- Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k).Desired skills & competencies- Graduate in any discipline.- Expert in Microsoft products / solutions like desktop and server O.S., AD/Domain controller, WSUS, Bit locker, Azure AD, O365.- Sound knowledge of Endpoint security, DLP Products, WDS, SCCM.- Sound knowledge of windows OS, MS Severs, endpoints hardware and related troubleshooting.- 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.- Microsoft/O365/Azure 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.- Excellent English communication skill (both Written & Verbal).- Customer-centric- Problem Solver- Critical thinker15.Can work under pressure16. Multi-tasking.

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