Lead Support Engineer

Advantmed India LLP; Gandhinagar; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Advantmed India LLP seeks an IT Support Lead Engineer to act as the Level 3 escalation point in IT SD Support, mentoring on-floor staff and delivering training. The role involves cross-functional coordination with vendors and IT teams, and developing KBs and SOPs to ensure incident resolution and knowledge transfer.

The candidate should have extensive Microsoft product experience, including AD, O365, Exchange, and security tools, with a minimum of 10 years IT experience and strong

Qualifications

• Graduate with extensive IT experience and a service desk background.
• Strong expertise in Microsoft products and IT security tools.
• Certification in Microsoft technologies is preferred.

Responsibilities

• Act as L3 escalation point for unresolved IT SD Support cases.
• Mentor L1/L2 engineers on technical issues and trainings.
• Train new hires in IT SD processes and knowledge base creation.
• Lead resolution of escalations and IT projects with cross-functional teams.
• Document SOPs and create internal/ end-user KB articles.
• Coordinate with vendors for deployments, upgrades and escalations.

Skills

Active Directory

Exchange Server

Office 365 / O365

BitLocker

WSUS

SCCM

Windows OS

Windows Server

Endpoint security

DLP Solutions

WDS

Networking certifications

Security certifications

Self-motivation

Attention to detail

Research skills

Microsoft Certification

Education

Graduate in any discipline

10+ years IT experience

Tools

SCCM

WSUS

WDS

Job description

IT Support Lead Engineer acts as Level 3 support staff in the IT SD Support escalation matrix. As a lead engineer, you should have a solid technical background with Microsoft products, ticketing systems, security products like AV, DLP, 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. 1. Act as L3 escalation point for unresolved cases and come up with a technical way ahead for challenging and unsolved IT SD Support cases.
2. 2. Acts as technical mentor on floor to offer quick technical assistance to L1 and L2 engineers.
3. 3. Trains new hires with IT SD technical training program.
4. 4. Train, coach, and mentor L1/L2 Technical Support Engineers on technical aspects.
5. 5. Acts as problem manager to come out with resolution for IT SD escalations and IT projects.
6. 6. Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques.
7. 7. Acts as technical SME on floor for ticket resolution.
8. 8. Document organization SOP for various solutions implementation and maintenance related management.
9. 9. Create internal and end user's KB Articles.
10. 10. Conduct technical awareness and troubleshooting trainings for existing staff.
11. 11. Create SOP on recurring issues to capture troubleshooting steps.
12. 12. Vendor management for product related deployment, upgrade, and escalation management.
13. 13. Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k).

Desired skills & competencies

1. 1. Graduate in any discipline.
2. 2. Expert in Microsoft products like desktop and server O.S., AD/Domain controller, WSUS, Bit locker, Exchange Server, O365.
3. 3. Sound knowledge of Endpoint security, DLP Products, WDS, SCCM.
4. 4. Sound knowledge of windows OS, MS Severs, endpoints hardware and related troubleshooting.
5. 5. At least 10 years + years of total IT experience with minimum 5 years of experience with IT Helpdesk / service desk in resolving technical escalation at level 2 and above profile.
6. 6. Microsoft/O365 Certification.
7. 7. Networking, security certification is an added advantage.
8. 8. Drive, self-motivation, and ability to work under own initiative.
9. 10. Proactive and creative, Attention to detail, Excellent research skills.