Job Description

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 current 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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Act as L2 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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Work on other newly assigned cases from queue as per queue management.
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Acts as technical mentor on floor to offer quick technical assistance to engineers.
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Trains recent hires with IT SD technical training program.
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Train, coach, and mentor L1/L2 Technical Support Engineers on technical aspects.
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Acts as problem manager to come out with resolution for IT SD escalations.
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Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques
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Acts as technical SME on floor for ticket resolution.
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Create internal and end user's KB Articles.
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Conduct technical awareness and troubleshooting trainings for existing staff.
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Create SOP on recurring issues to capture troubleshooting steps.
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Vendor management for product related deployment, upgrade, and escalation management.
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Ensure ticket documentation, categorization and classification are exact.
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Ensure compliance and process adherence in all transaction and service delivery.
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Partner with cross-functional teams to assist with troubleshooting Major Incidents impacting IT services as needed.
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Work in 24X7 rotational shift to provide roun

📌 Sr Technical Support Engineer/technical Support Engineer Vadodara
🏢 Advantmed India
📍 Vadodara