Technical Support Engineer

Position: L2 Tech Support Expert

Industry Type: IT Services & Consulting

Employment Type: Full-Time

Role Category: Technical Support

Job Location: Jammu (On-Site)

Education: UG: Any Graduate, B. Tech/B.E. in E&C, CS, IT

Experience: Minimum 3 years in L2/L3 role

Summary:

We are looking for a passionate and highly self-motivated individual to work primarily Senior L2 Support Engineer who should have a good understanding of the relationship between Active Directory and AZURE directory service.

An ideal person should have a good command of Microsoft Technologies; covering the administration of Windows Servers and Cloud systems Windows 2008/2012/2016. The responsibilities deal with troubleshooting all assignments that are routine in nature. Good knowledge of configuration and installation of various network devices as well as services (e.g., routers, switches, firewalls, load balancers, VPN, QoS)

Job Responsibility also Includes:

Provide general and routine technical support to a broad range of installation, patching, configuration, and updates to virtual infrastructure requiring the ability to research, analyse, and resolve problems effectively to meet established performance metrics.

Maintain documented (e.g., Disaster Recovery) procedures for OS Infrastructure. Collaborates and contributes with team members, software vendors, and other technical staff to develop, design, implement, and continuously improve systems.

Active coordination with team members and other groups to effectively perform basic Windows Server and administration support for daily operations. Follows procedures and guidelines to install, patch, configure, customize, troubleshoot, upgrade, integrate, and maintain systems, software, network and port configuration, host-based firewalls, and peripherals.

Responsible to work with all technology team members to ensure proper maintenance of the LAN, Wireless and WAN voice and data networks.

Responsible for insuring the day-to-day operation, reliability, and integrity of the enterprise voice communications network. This includes the installation, maintenance, and management of all data network equipment such as a router, LAN switch, firewall, wireless, servers, backup systems, network management and diagnostic tools, etc.

The Engineer is responsible to assist in the development of company policies and procedures to support operations, security, and integrity. Select and implement security tools, policies, and procedures in conjunction with the company's security team.

Perform network maintenance and system upgrades including service packs, patches, hot fixes and security configurations.

Serve as a final technical escalation point for the 1st and 2nd Line Engineering teams. Provide troubleshooting to achieve resolution within any agreed timescales to meet SLA.

Own and manage incidents and requests escalated from 2nd Line Engineers. Assist 2nd Line Engineers with diagnosis and fault resolution also escalate incidents to the Management team(s) when required.

When necessary, log incidents and requests over the telephone or email.

When necessary, assist with answering calls and logging all incidents and service requests.

Working collaboratively, always, to ensure knowledge is shared.

Raise problem incidents when the root cause is unknown.

Proactively communicate issues with the client and team members.

Ensure strict adherence to the client's Information Security policies.

Ensure the confidentiality, integrity, and availability of client data.

Document systems and procedures for and on behalf of our clients.

Create a culture of great documentation skills throughout the Helpdesk.

Actively participate in Innovation Team meetings.

Take responsibility for learning new environments and research the technologies being implemented to enhance your understanding and skillset.

Take responsibility for your own professional development.

Essential Skill Sets:

Expert Knowledge of Microsoft Windows 2008/2012/2016 Administration: Install, configure manage.

Expert knowledge of Virtualization: VMWare, Microsoft System Center / Hyper-V Administration

Expert Knowledge of Microsoft troubleshooting skills and tools. Including OS Hardening and vulnerability assessment.

Knowledge of TCP/IP, DHCP, DNS and Troubleshooting.

Knowledge of AD group policies.

Working knowledge of - Azure and AWS.

Backup Technologies L2 (Veeam, NetBackup, HP, Acronis)

Anti-virus, Compliance / Patch Management, Storage

Storage L2 expertise on EMC, NetApp, Dell, HP, etc. (SAN/NAS)

Should have worked on supporting an enterprise-class Data Center.

Design and deploy functional networks (LAN, WLAN, WAN)

Configure and install software, servers, routers and other network devices

Hands-on experience with physical server installation

Familiarity with development, tools, languages, process, methods and troubleshooting of Microsoft Azure- based solutions.

Monitor network performance and integrity

Responsible for Network Documentation using Visio Tools, MS-PowerPoint

Configuration and troubleshooting of routes, VLAN, QoS

Deeply understand the needs of cybersecurity. Drive requirements and strategy for cybersecurity data collection, analysis, and operationalization.

Operate, and maintain threat environment, including installation, configuration, tuning, and maintenance of Network components

Experience with cloud technologies like Office365, Google Suite, and Azure platform.

Implement AD group policies (Password policies, Disable LLMNR, Enable SMB signing, etc.)

Implement list privilege access control.

Install and configure Certificate Servers. Deploy certificates on services, servers, and workstations.

Replace clear text protocols with secure protocols.

ITIL Certified and Process knowledge (Problem, Incident, Change Management) will be preferred.

Educational Qualifications: -

Graduate/Postgraduate in Computer Science

Professional IT work experience of 5 years- 6 years

Minimum 3 years of Network Security migrations or solutioning experience or in Windows Servers

Experience in IT security, compliance, and risk management, including privacy, controls, etc.

Implementation Experience with enterprise Network security solutions

Experience in Windows Server administration

Exceptional communication skills

Benefits:

Annual Bonus

Provident Fund

Performance bonuses

Employee's State Insurance Corporation

Medical Insurance

Night Allowances

Pick and Drop facilities (Only for Female Staff)

Day outs for Staff

Team Lunches

Maternity/ Paternity leaves

Retirement Benefits

National and International tour packages after successful completion of service as per company policies

Paid Time Off

Flexible work schedules and workplace perks like on-site snacks

Flexible working

Note: You can also share your CVs at [Confidential Information]