Technology Support Engineer - L1/ L2/ L3

Key Functional Responsibilities

• Diagnosing and resolving Windows and application issues: Utilize your technical expertise to identify and troubleshoot problems, ensuring quick and effective resolutions to minimize downtime.
• Server maintenance: Perform regular maintenance tasks, updates, and patches on Servers and clients OS to ensure their optimal performance.
• Deployment of service releases, patches, requests, and customization: Assist in the deployment and implementation of service releases, patches, and customizations to improve system functionality.
• Technical support and troubleshooting: Provide prompt and efficient technical support to global clients, answering their queries and resolving technical issues.
• Analysis and resolution of application/server issues: Analyze and diagnose issues related to application and server performance on Windows Servers deployed on our Cloud platform, and implement appropriate solutions.
• Customer satisfaction and quality work: Ensure customer satisfaction by delivering high-quality work on all service requests, adhering to defined service level agreements (SLAs) and maintaining a professional and customer-focused approach.
• User account management: Manage user accounts on servers and Active Directory, ensuring appropriate access privileges and security measures are in place.
• Collaborative teamwork: Collaborate effectively with colleagues and stakeholders, both independently and as part of a team, to deliver exceptional technical support and solutions.
• Windows expertise: Demonstrate excellent knowledge of Windows Client/Server architecture, including an understanding of Group Policies, Registry, and File Permissions. Possess extensive knowledge of Windows-based application installations, updates, maintenance, and troubleshooting.
• Active Directory proficiency: Possess a strong understanding of Microsoft Active Directory and related services, including user account management and security.
• Effective communication skills: Showcase excellent communication skills, both verbal and written, to effectively communicate technical concepts and provide clear instructions to clients and team members.

Desired Skills and Qualifications

• Minimum 1 year+ of experience in technical support, preferably in a Windows environment.
• Proficiency in troubleshooting Windows operating systems and applications.
• Familiarity with PowerShell scripting for automation and basic VMware ESXi and vCenter knowledge.
• Basic understanding of networking principles and protocols.
• Knowledge of Office 365 administration and support.