Sr. Technical Support Engineer/Technical Support Engineer

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 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.

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 thinker

15.Can work under pressure

16. Multi-tasking.