IT By Design - Senior System Engineer - Technical Support (2-5 yrs)

Senior System Administrator.

Position Summary :

The Senior System Engineer would be responsible for handling advanced first level support of service requests in a professional and timely manner.

This relates to all technology, including workstations, resolve or escalate issues related to desktop hardware, software, network, and others when a request is raised through phone calls, emails, or chats.

Education and Experience :

- 2-3 years of IT or related domain.

- Excellent written and verbal communication skills.

- Excellent customer service skills.

- Education : Graduate (Any stream) preferably in computer science or a related field.

- At least 2 years of experience in end-user technical support.

- Troubleshooting : Ability to systematically identify, analyze, and resolve technical issues with hardware, software, and networks.

- Proficiency in the Windows Desktop Operating System.

- Basic understanding of computer hardware components, peripherals, and their functions.

- knowledge and experience managing the Microsoft 365 Suite.

- Understanding of networking concepts, including IP addresses, DNS, DHCP, and basic network troubleshooting.

- Experience using remote desktop tools to assist users and troubleshoot issues remotely.

- Basic knowledge of cybersecurity best practices and the ability to identify and address security-related concerns.

Responsibilities :

- First Point of Contact : Serve as the initial point of contact for end-users seeking technical assistance.

- Issue Identification and Logging : Accurately identify and log issues reported by end-users, ensuring detailed and clear documentation.

- Remediation : Perform initial troubleshooting of hardware, software, and network issues to determine the root cause and resolution.

- Ticket Management : Manage and prioritize support tickets, ensuring timely resolution and escalation when necessary.

Enter time accurately.

- Remote Assistance : Provide remote assistance to end-users through phone, chat, or remote desktop tools to resolve technical problems.

- User Education : Offer guidance and basic training to end-users on IT-related topics to prevent recurring issues.

- Documentation : Contribute to the development and maintenance of knowledge base articles and documentation for common issues and solutions.

- Collaboration : Collaborate with other IT support teams to escalate and resolve complex issues.

- Customer Service : Deliver excellent customer service by ensuring timely and effective communication with end-users, setting clear expectations, and following up on resolved issues.

Our Culture and You :

- What does the day in life look like for the Senior System Administrator?.

- You come to work each day in an environment that promotes a community of collaboration and engagement.

- You work closely with a passionate and positive leadership team that is invested in your success.

- We work hard and have fun while dreaming big.

- Our employees have indicated that at IT by Design they will find a home where their passion and career goals finally intersect for them to live a life full of purpose.

Benefits :

- Competitive salary and benefits.

- Great work-life balance.

- Medical insurance coverage is worth INR 5 Lakh for employees and their immediate family.

- Term Life insurance is worth INR 20 Lakh.

- Community-based engagement clubs.

- Subsidized meals and discounted medical check-ups for all the employees.

- Community Wellness programs for employees' wellbeing.

- CEO's personalized 'Life by Design' program for leading a fulfilling life.