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
1. Act as L2 escalation point for unresolved cases and come up with a technical way ahead for challenging and unsolved IT SD Support cases.
2. Work on other newly assigned cases from queue as per queue management.
3. Acts as technical mentor on floor to offer quick technical assistance to engineers.
4. Trains new hires with IT SD technical training program.
5. Train, coach, and mentor L1/L2 Technical Support Engineers on technical aspects.
6. Acts as problem manager to come out with resolution for IT SD escalations.
7. Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques
8. Acts as technical SME on floor for ticket resolution.
9. Create internal and end user’s KB Articles.
10. Conduct technical awareness and troubleshooting trainings for existing staff.
11. Create SOP on recurring issues to capture troubleshooting steps.
12. Vendor management for product related deployment, upgrade, and escalation management.
13. Ensure ticket documentation, categorization and classification are precise.
14. Ensure compliance and process adherence in all transaction and service delivery.
15. Partner with cross-functional teams to assist with troubleshooting Major Incidents impacting IT services as needed.
16. Work in 24X7 rotational shift to provide round the clock IT Support to customers as per scheduled shift roster.
17. Identify opportunities to improve First Contact Resolution of Incidents by Service Desk, by partnering with wider IT functions, proactive documentation/communication.
18. Take ownership and deliver on tasks assigned related various IT projects.
19. Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k).
Desired skills & competencies
1. Graduate in any discipline.
2. Expert in Microsoft products / solutions like desktop and server O.S., AD/Domain controller, WSUS, Bit locker, Azure AD, O365.
3. Sound knowledge of Endpoint security, DLP Products, WDS, SCCM.
4. Sound knowledge of windows OS, MS Severs, endpoints hardware and related troubleshooting.
5. 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.
6. Microsoft/O365/Azure Certification.
7. Networking, security certification is an added advantage.
8. Drive, self-motivation, and ability to work under own initiative.
9. Excellent customer Service Skills, Excellent problem-solving skills.
10. Proactive and creative, Attention to detail, Excellent research skills.
11. Excellent English communication skill (both Written & Verbal).
12. Customer-centric
13. Problem Solver
14. Critical thinker
15.Can work under pressure
16. Multi-tasking.
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