IT Support Engineer - Level 2/Level 3 (Graveyard Shift)

This operation is based in the US, so you will be required to work from 11:30pm to 7:30am IST. Strong verbal and written English skills are a necessity.

Overview:

We are seeking an experienced IT Support Engineer to join our remote team. This role is ideal for candidates based in India who are looking to work with a dynamic US-based company. As a Level 2/Level 3 IT Support Engineer, you will be responsible for resolving complex technical issues, providing advanced support for desktop, server, and network systems, and ensuring the seamless operation of our IT infrastructure from a remote setting.

Key Responsibilities:

• Technical Support:
• Diagnose and resolve complex hardware and software issues for end-users, both at the desktop and server levels.
• Provide advanced technical support for applications, operating systems, and network configurations.
• Escalate unresolved issues to appropriate internal teams or third-party vendors when necessary.
• System Administration:
• Manage, configure, and maintain servers (including Windows and Linux environments).
• Monitor system performance, implement security measures, and perform regular updates and patches.
• Manage user accounts, permissions, and access rights in line with company policies.
• Network Support:
• Assist in troubleshooting network issues including connectivity, VPN, and remote desktop connections.
• Participate in network design and implementation projects to enhance system reliability and performance.
• Incident Management:
• Act as the escalation point for Level 1 support, providing guidance and resolution to complex problems.
• Document all troubleshooting steps, solutions, and procedures for future reference.
• Participate in on-call rotations for after-hours support as required.
• Project Management:
• Lead or contribute to IT projects, from planning through to implementation and post-implementation review.
• Collaborate with other IT staff and departments to meet business objectives.
• Training and Documentation:
• Mentor junior staff and provide training on new systems or technologies.
• Update and maintain technical documentation and knowledge bases.

Qualifications:

• Education:
• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

• Experience:
• Minimum of 3-5 years in an IT support role with at least 2 years in a Level 2 or Level 3 capacity.
• Proven experience with remote desktop support tools, server management, and network troubleshooting.
• Familiarity with cloud services like Azure or AWS is a plus.

• Technical Skills:
• Strong knowledge of Windows and Azure server environments.
• Proficient in Active Directory, DNS, DHCP, and network protocols.
• Experience with virtualization technologies (VMware, Hyper-V).
• Basic scripting skills (PowerShell, Bash) for automation.
• Understanding of cybersecurity principles and practices.

• Soft Skills:
• Excellent problem-solving abilities and analytical thinking.
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Ability to work independently in a remote environment while maintaining high productivity.

• Certifications:
• Certifications like MCSE, RHCE, CCNA, or CompTIA Network+ are highly desirable.

Other Requirements:

• Must have a reliable internet connection and a dedicated workspace.
• Willingness to work according to US time zones for meetings and support.

How to Apply: Please submit your resume, a cover letter explaining your technical background, and any relevant certifications.