SR. Technical Support Professional

ZM Technologies; Pune District; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

ZM Technologies is seeking a Senior Technical Support Executive to deliver advanced technical support across client environments, including networking, servers, virtualization, cloud platforms and security. The role also involves mentoring junior engineers, leading deployments, and ensuring high service quality and client satisfaction.

The candidate should have extensive hands-on experience with Windows Server, HyperV/VMware, backup solutions, M365 & Azure, and security systems.

Qualifications

• 37 years of experience in IT support or system integration.
• Strong knowledge of switching, routing, firewalls (Cisco, Fortinet, Sophos, Mikrotik, etc.).
• Windows Server & Active Directory, HyperV/VMware virtualization.
• Backup solutions (Veeam, Acronis, Synology).
• M365 & Azure administration, NAS/SAN storage & surveillance systems.

Responsibilities

• Provide advanced technical support and troubleshooting for complex IT environments.
• Lead deployment, implementation, and project activities across client environments.
• Mentor junior engineers and coordinate with sales, project and management teams.

Job description

Position Overview

The Senior Technical Support Executive will be responsible for delivering advanced technical support, handling complex IT infrastructure issues, and leading deployment/implementation activities across client environments. This role requires deep handson expertise in networking, servers, virtualization, cloud platforms, security, surveillance systems, and backup/DCDR technologies. The candidate will also mentor junior engineers, lead critical projects, and ensure high service quality and client satisfaction.

Key Responsibilities

1. Advanced Technical Support & Troubleshooting
   • Handle escalated L2/L3 support tickets related to network, server, cloud, and security environments.
   • Diagnose and resolve complex issues involving hardware, software, OS, network, and cloud services.
   • Perform onsite support for highpriority cases and customer escalations.
   • Coordinate with OEM support teams for advanced issues.
2. Network Infrastructure Management
   • Configure and troubleshoot Layer 2 & Layer 3 networks, including:
     • Switches, routers, firewalls, load balancers
     • VLANs, routing protocols, VPNs, QoS, and network security policies
     • Implement wireless solutions, WiFi controllers, heat mapping, and RF optimization.
   • Monitor and optimize network performance using specialized tools.
3. Server, Virtualization & Storage
   • Deploy, configure, and manage:
     • Windows Server (AD, GPO, DFS, DHCP, DNS)
     • HyperV / VMware ESXi virtual environments
     • File servers, application servers, domain controllers
   • Perform server hardening, patching, and performance tuning.
   • Work with NAS/SAN storage and iSCSI environments.
4. Cybersecurity & Surveillance Systems
   • Configure and maintain firewall policies, UTM features, IPS/IDS, web filtering, and endpoint security.
   • Deploy and troubleshoot CCTV/IP surveillance systems, NVR/VMS configurations.
   • Implement security best practices and perform periodic audits.
5. Data Backup, Replication, DCDR
   • Deploy, manage, and troubleshoot backup solutions (Veeam, Acronis, Synology, Cloud Backup, etc.).
   • Configure backup jobs, replication, and retention policies.
   • Execute DCDR drills, failover, failback, and business continuity tasks.
   • Maintain backup health checks and ensure recovery readiness.
6. Cloud Solutions (Microsoft 365 & Azure)
   • Manage M365 environment (Exchange, Teams, SharePoint, OneDrive, security & compliance).
   • Deploy and support Azure services:
     • Virtual Machines
     • Backup & Site Recovery
     • Networking and identity (Azure AD)
     • Handle migrations (email, servers, data).
7. Team Leadership & Coordination
   • Provide technical guidance and mentorship to junior and midlevel engineers.
   • Review service tickets, ensure SLA adherence, and improve support quality.
   • Lead projects, deployments, and client IT transformations.
   • Coordinate with sales, project, and management teams for solution delivery.
8. Documentation & Reporting
   • Prepare detailed documentation for configurations, network diagrams, and change logs.
   • Maintain SOPs and best practice guides.
   • Provide reports on incident trends, problem resolutions, and improvement areas.

Requirements

Required Skills & Qualifications

Technical Skills

• 37 years of experience in IT support or system integration.
• Strong knowledge of:
  • Switching, routing, firewalls (Cisco, Fortinet, Sophos, Mikrotik, etc.)
  • Windows Server & Active Directory
  • HyperV / VMware virtualization
  • Backup solutions (Veeam, Acronis, Synology)
  • M365 & Azure administration
  • NAS/SAN storage & surveillance systems
• Strong handson troubleshooting and rootcause analysis skills.

Soft Skills

• Excellent communication & clienthandling skills.
• Leadership qualities, mentoring ability, and ownership mindset.
• Ability to manage multiple projects & escalations simultaneously.
• Strong documentation and presentation skills.

Preferred Certifications

• CCNA / CCNP
• Fortinet NSE4 or above
• Az900 / MS900 / Azure Admin Associate
• VMware VCP or Microsoft Virtualization
• Veeam VMCE
• CompTIA Security+