Lead Technical Support Engineer

Advantmed; Gandhinagar; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Advantmed in Gandhinagar, India seeks an IT Support Lead Engineer to act as Level 3 escalation in IT SD Support. You will mentor L1/L2 staff, document KBs, coordinate with cross-functional teams and vendors for complex issue resolution.

The ideal candidate has 10+ years in IT, expert knowledge of Microsoft products (AD, Exchange, O365), SCCM, WSUS, and strong English communication. ITIL knowledge is a plus.

Qualifications

• Graduate in any discipline.
• Expert in Microsoft products: AD/Domain, Exchange, O365.
• Strong knowledge of Endpoint security, DLP, WDS, SCCM.
• 10+ years total IT experience with at least 5 years in IT helpdesk.
• Microsoft/O365 Certification.
• Networking and security certifications are a plus.
• Excellent English communication, customer-centric and proactive.

Responsibilities

• Act as L3 escalation point for unresolved IT SD Support cases.
• Mentor on-floor for L1/L2 engineers and provide quick technical assistance.
• Train new hires in IT SD technical training program.
• Coach and mentor L1/L2 engineers on technical aspects.
• Act as problem manager for escalations and IT projects.
• Think around issues to provide solutions using diverse approaches.
• Serve as technical SME on ticket resolution.
• Document SOPs for solutions implementation and maintenance.
• Create KB articles for internal and end users.
• Conduct technical awareness and troubleshooting trainings.
• Create SOPs for recurring issues and capture steps.
• Manage vendors for product deployment, upgrade, and escalations.

Skills

Microsoft products

Active Directory

O365

SCCM

WSUS

Endpoint security

Networking basics

English communication

Problem solving

Multi-tasking

Microsoft Certification

Education

Bachelor's degree in IT/CS

Microsoft/O365 Certification

Tools

SCCM

WSUS

BitLocker

WDS

Exchange Online

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. 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. Acts as technical mentor on floor to offer quick technical assistance to L1 and L2 engineers.
• 3. Trains new hires with IT SD technical training program.
• 4. Train, coach, and mentor L1/L2 Technical Support Engineers on technical aspects.
• 5. Acts as problem manager to come out with resolution for IT SD escalations and IT projects.
• 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. Acts as technical SME on floor for ticket resolution.
• 8. Document organization SOP for various solutions implementation and maintenance related management.
• 9. Create internal and end users 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. Knowledge and understanding of best practice frameworks (such as ITIL, ISO20k).

Desired skills & competencies

• 1. Graduate in any discipline.
• 2. Expert in Microsoft products like desktop and server O.S., AD/Domain controller, WSUS, Bit locker, Exchange Server, 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 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. Microsoft/O365 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.