Senior Technical Support Engineer

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

Job summary

Advantmed is seeking a Sr. Technical Support Engineer to act as Level 2 escalation in IT SD Support. You will leverage Microsoft products and security tools, manage tickets, and mentor staff while coordinating with cross-functional teams.

The role requires 5+ years in IT, including 2+ years in helpdesk/service desk, with strong English communication and problem-solving skills. It involves 24x7 shift rosters and training duties for new hires.

Qualifications

• Graduate in any discipline.
• Expert in Microsoft products/solutions including desktop/server OS, AD/Domain, WSUS, BitLocker, Azure AD, O365.
• Strong knowledge of Endpoint security, DLP, WDS, SCCM.
• Windows OS, MS servers, hardware troubleshooting.
• 5+ years IT experience with 2+ years in IT Helpdesk/Service Desk.

Responsibilities

• Act as L2 escalation point for unresolved IT SD Support cases.
• Handle queue-based cases and ensure proper queue management.
• Mentor on-floor to provide quick technical assistance.
• Train new hires in ITSD technical training program.
• Coach L1/L2 Engineers on technical aspects.
• Act as problem manager to resolve escalations.
• Provide solutions using diverse problem-solving approaches.
• Serve as technical SME on ticket resolution.
• Create internal and end-user KB articles.
• Conduct technical awareness and troubleshooting trainings.
• Create SOPs for recurring issues.
• Vendor management for deployment, upgrades and escalation.
• Ensure precise ticket documentation and classification.
• Maintain compliance and process adherence.
• Collaborate with cross-functional teams during Major Incidents.
• Work 24x7 rotational shifts to support customers.

Skills

Microsoft products

Endpoint security

Problem solving

English communication

Multi-tasking

Customer service

Initiative

Training/mentoring

Co-ordination with teams

ITIL knowledge

Pressure handling

Analytical thinking

Education

Graduate in any discipline

Tools

SCCM

WSUS

BitLocker

Azure AD

O365

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

• 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.