Senior System Support Engineer

Job Title: Senior System Support Engineer.

Company: QUANTUM IT SOLUTIONS PVT LTD.

Overview:

As a Level 2 System Support Engineer, you will build upon your foundational skills to provide more advanced technical support to end-users and assist in the management of our organization's IT infrastructure. You will be responsible for diagnosing and resolving escalated hardware, software, and network issues, as well as collaborating with Level 3 support and other IT teams to ensure efficient and effective resolution of technical issues. Additionally, you will contribute to the improvement of support processes and mentor Level 1 support engineers to enhance overall team performance.

Key Responsibilities:

1. Diagnose and troubleshoot escalated hardware, software, and network issues, ensuring the root cause is identified and resolved promptly.
2. Develop innovative solutions to complex technical problems, leveraging your technical expertise and product knowledge.
3. Write clear and concise technical documentation, including step-by-step processes, solutions, and updates for end-users and the internal knowledge base.
4. Provide mentorship and guidance to Level 1 support engineers, assisting them in resolving challenging issues and developing their technical skills.
5. Coordinate with Level 3 support and other IT teams to escalate and resolve issues requiring specialized expertise or resources.
6. Assist in the administration and maintenance of IT infrastructure components, including Windows Server, Active Directory, Group Policy, DNS, DHCP, and network devices.
7. Collaborate with vendors and external service providers to troubleshoot and resolve hardware and software issues, ensuring timely resolution and minimal operational impact.
8. Contribute to asset management and inventory control processes, ensuring accurate and up-to-date records of IT assets and configurations.
9. Participate in patch management activities, including testing, deployment, and validation of software updates and patches across desktop and server environments.

Technical Skills:

• Proficient in Windows Server administration (2016 and above), managing domain users, groups, and permissions.
• Proficient in Azure IaaS, managing AADS and Entra, MDM, groups, and permissions.
• Advanced knowledge of desktop support, including hardware and software troubleshooting, printer installation, and remote assistance.
• Experience with disk management, partitioning, and user profile backup/restore (Outlook, OneDrive, DFS).
• Strong understanding of networking concepts, including switches (Layer-2 & Layer-3), router configuration, DNS, DHCP, VLANs, and IPSec VPN.
• Familiarity with virtualization technologies such as Hyper-V and Microsoft Azure IaaS.
• Knowledge of Office 365 administration, including SharePoint Online.
• Familiar with ticketing portals and cybersecurity essentials.
• Familiar with managing Remote Desktop Services (RDS).

Soft Skills:

• Excellent communication and interpersonal skills, with the ability to effectively convey technical information to non-technical users.
• Strong problem-solving abilities, with a methodical approach to issue resolution and troubleshooting.
• Commitment to continuous learning and professional development, with a proactive attitude toward acquiring new skills and knowledge.

Qualifications and Experience:

• Bachelors degree or B. Tech (without any backlogs); all certificates are required for background verification.
• A minimum of 2+ years of experience is required.
• Must be CCNA certified (Cisco) with hands-on experience in routing and switching. Certification should be valid for a minimum of 6 to 12 months.
• If CCNA certification is not available, COMPTIA certifications (A+ and N+) or ISTP certifications are acceptable.
• AZ-900 certification is required, with experience in Azure Infrastructure as a Service (IaaS). The AZ-900 certification should be valid for 6 to 12 months.
• If AZ-900 certification is not available, MCP certification is required. If MCP is not available, MCTP certification will be considered, with validity of 6 to 12 months.

Contact us:

If you find that your skills align with the roles & responsibilities mentioned above and you're interested in the opportunity, please don't hesitate to reach out to us on +91 9490217005 or via email at ranjani@accruetek.com