Sr. Technical Support Engineer/Technical Support Engineer

Job Description

Sr. Technical Support Engineer acts as Level 2 support staff in the IT SD Support escalation matrix. As a Sr. TSE Engineer, you should have a solid technical background with Microsoft products and solutions, ticketing systems, security products like AV, DLP, EDR, Firewall, patch management. A problem-solving attitude with an ability to train new hire and existing staff, can document troubleshooting and training KB articles, coaches team on technical issues. Can co-ordinate with different cross functional team members, vendors for escalated issue resolution.

Responsibilities and Duties

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• Act as L2 escalation point for unresolved cases and come up with a technical way ahead for challenging and unsolved IT SD Support cases.
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• Work on other newly assigned cases from queue as per queue management.
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• Acts as technical mentor on floor to offer quick technical assistance to engineers.
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• Trains new hires with IT SD technical training program.
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• Train, coach, and mentor L1/L2 Technical Support Engineers on technical aspects.
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• Acts as problem manager to come out with resolution for IT SD escalations.
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• Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques
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• Acts as technical SME on floor for ticket resolution.
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• Create internal and end user's KB Articles.
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• Conduct technical awareness and troubleshooting trainings for existing staff.
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• Create SOP on recurring issues to capture troubleshooting steps.
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• Vendor management for product related deployment, upgrade, and escalation management.
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• Ensure ticket documentation, categorization and classification are precise.
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• Ensure compliance and process adherence in all transaction and service delivery.
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• Partner with cross-functional teams to assist with troubleshooting Major Incidents impacting IT services as needed.
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• Work in 24X7 rotational shift to provide round the clock IT Support to customers as per scheduled shift roster.
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• Identify opportunities to improve First Contact Resolution of Incidents by Service Desk, by partnering with wider IT functions, proactive documentation/communication.
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• Take ownership and deliver on tasks assigned related various IT projects.
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• Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k).
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Desired skills & competencies

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• Graduate in any discipline.
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• Expert in Microsoft products / solutions like desktop and server O.S., AD/Domain controller, WSUS, Bit locker, Azure AD, O365.
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• Sound knowledge of Endpoint security, DLP Products, WDS, SCCM.
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• Sound knowledge of windows OS, MS Severs, endpoints hardware and related troubleshooting.
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• 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.
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• Microsoft/O365/Azure Certification.
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• Networking, security certification is an added advantage.
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• Drive, self-motivation, and ability to work under own initiative.
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• Excellent customer Service Skills, Excellent problem-solving skills.
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• Proactive and creative, Attention to detail, Excellent research skills.
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• Excellent English communication skill (both Written & Verbal).
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• Customer-centric
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• Problem Solver
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• Critical thinker
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15.Can work under pressure

16. Multi-tasking.