The Senior Support Technician – After Hours will help establish and improve Vertilocity’s NOC capabilities while handling urgent client incidents and user-generated support requests during the later US shift. The role combines proactive alert monitoring, technical troubleshooting, and continuous improvement, with a focus on ownership, optimization, and effective escalation. Initially, the position will balance NOC development with after-hours support, evolving as the team and coverage expand.

Key Responsibilities

After-hours alert monitoring and triage

- Monitor the designated RMM/NOC queues and respond to automated alerts within the applicable priority and response targets.
- Validate alerts; check affected device, client, alert history, recurrence, and perform diagnostics while maintaining clear ownership and next actions
- Use severity, business impact, affected systems, client-specific SLAs, and escalation criteria to handle the urgent and outage situation.

Server, Windows and infrastructure support

- Perform approved initial troubleshooting for Windows servers, domain controllers, Active Directory, DNS, DHCP, Group Policy, server roles, services, and scheduled tasks.
- Investigate offline servers, connectivity failures, service interruptions, diagnostic errors, and system-health alerts.
- Check disk capacity, free-space thresholds, cleanup alerts, and storage-related warnings; perform approved cleanup or remediation only after validating impact and following client procedures.
- Review patching, failed updates, patch compliance, and pending-reboot alerts; coordinate reboot or maintenance actions in accordance with the client policy.

Backup and disaster recovery

- Review backup alerts, missed backups, failed jobs, appliance or agent status, and recovery-system notifications.
- Perform approved initial checks, gather logs and relevant evidence, troubleshoot with ownership, and raise or update vendor/support cases when needed.

Security and endpoint alerts

- Review antivirus/endpoint-protection, disabled-security-agent, suspicious activity,



and security-tool alerts in accordance with documented security procedures.
- Investigate software deployment and installation failures, endpoint health alerts, and approved workstation or application issues where they fall within the after-hours scope.

Documentation, communication and handover

- Maintain accurate time entries, ticket status, notes, screenshots, priority, category, client/device details, risks, and next-action ownership.
- Provide a structured handover to the incoming US or India team, highlighting unresolved incidents, business impact, actions attempted, pending approvals, vendor cases, and required follow-up.
- Maintain and improve runbooks, SOPs, known-error notes, and alert-handling guidance with approval from the relevant service owner.

Service quality and continuous improvement

- Recommend tuning or problem-management for noisy alerts, repeated failures, ineffective monitoring rules, and recurring incidents.
- Support post-incident reviews and root-cause investigations by providing a clear timeline, evidence, and remediation history.
- Work collaboratively with the global team, share knowledge, and help reduce individual dependency through documented procedures and cross-training.
- Perform project tasks assigned by Service Delivery Supervisor, Project Manager, or System/ Network/ Security Administrator.
- Communicate effectively with clients regarding incident progress, changes, or agreed outages.

After-hours help-desk and client support

- Monitor designated support boards, acknowledge urgent client tickets and user-generated help-desk requests, and respond in line with established priorities and SLAs.
- Investigate and resolve issues within authorized access and technical capabilities,



escalating complex or unresolved issues to the appropriate support or engineering resources.
- Maintain ticket ownership, document actions, and ensure effective handovers while coordinating with the existing team to support service continuity.

Skills and Attributes to Success:

- Strong problem-solving and analytical skills with broad technical knowledge.
- High first-call resolution capability.
- Customer-oriented and patient when handling demanding users.
- Strong verbal and written communication skills.
- Proactive, High ownership, Accountability, and Attention to detail.
- Ability to multitask and prioritize in a fast-paced 24x7 support setting.
- Ability to work independently while also collaborating effectively within a team.
- Strong documentation discipline and process adherence mindset.

Qualifications and Experience:

- Bachelor’s degree, diploma, or equivalent qualification in IT or a related field.
- 6+ years of technical support experience preferred.
- Previous customer support and service delivery experience.
- Strong knowledge of computer systems and networking fundamentals.
- Experience supporting Microsoft core products and operating systems.
- Experience with Office 365 products, services, and management.
- Experience with RMM and PSA tools (ConnectWise Manage and Automate preferred).

Preferred Skills:

- Professional IT certifications preferred (e.g., Microsoft MCSA).
- Datto and Fortinet certifications are a plus.
- Experience supporting disaster recovery and backup solutions.
- Exposure to global IT service delivery environments.

What We Look For:

- Strong problem-solving, troubleshooting, and root cause analysis skills.
- Ability to work independently as well as collaboratively within a team.
- Professional attitude with a willingness to learn and adapt to new technologies.
- Reliable, process-oriented, and committed to delivering high-quality IT support.
- Leadership mindset without formal people management
- Accountability for service quality
- Ability to handle high-pressure situations independently

📌 Senior Support Technician (Gurugram)
🏢 HBK CONNECT
📍 Gurugram