L2 Support Engineer

Full time @Recruitment Team in Infrastructure & Support
  • Ahmedabad, Gujarat, India View on Map
  • Salary: ₹450,000.00 - ₹750,000.00 / Yearly
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Job Detail

  • Experience 5 - 8 years

Job Description

About Company :

Founded in 2006, is headquartered in Boston. It has offices across five different geographies and boasts over 900+ professionals in the technology field. Specialized technical services and solutions are provided by the company in the areas of product development, especially in the accounting domain. 

Education and Experience

  • Bachelor’s Degree in Computer Science, Information Services Management or related field.
  • 2+ years professional experience in a technology support and engineering role with progressive levels of responsibility preferred.
  • Industry certifications, this can include A+, N+ and MCTS mandatory.
  • Candidate having ITIL foundation certification would be an added advantage.
  • RHCE/MCITP optional.
  • Experience working for an Managed IT services company is preferred.

Key Responsibilities Area:

  • Provide remote helpdesk support, via phone, remote control and through our ticketing system, for most issues related to server and desktop software, hardware and peripherals; as needed maintain infrastructure and complete work requests.
  • Maintain close contact and open communication with clients until an issue has been resolved.
  • Work within our ticketing system to create detailed work logs.
  • Accept and work Level 1 escalation issues for which a higher level of technical expertise is required.
  • Timely escalation of issue to next level.
  • Proactive infrastructure monitoring to identify and resolve issues before downtime occurs.
  • Conduct technical support in line with documented procedures.
  • Provide Sr. System Administrator with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems.
  • Management of monthly patch and upgrade process for servers and major line-of-business applications.
  • Provide technical leadership and knowledge sharing to Level 1.
  • Coordination of service requests with third-party technology providers as needed.
  • Participate in special projects as required.
  • Ongoing training in new technologies and methodologies, as well as for vendor certification.

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