Sr. Technical Support Engineer

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 users 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

• Bachelor's degree in computer science, Information Technology, or related field.
• 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.
• Proactive and creative, Attention to detail, Excellent research skills.
• Excellent English communication skill (both Written & Verbal).