L3 Support Engineer

Work From Home @Recruitment Team in Development
  • Ahmedabad, Gujarat, India View on Map
  • Salary: ₹110,000.00 - ₹170,000.00 / Monthly
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Job Detail

  • Experience 8 - 12 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. 

Required Education and Experience

  • Bachelor‚Äôs degree in computer science, Information Services Management or related field.
  • 6+ years professional experience in a technology support and engineering role with progressive
    levels of responsibility preferred.
  • ¬†Industry certifications, this can include Azure, N+ and MCTS mandatory.
  • Candidate having ITIL foundation certification would be an added advantage.
  • RHCE/MCITP optional.
  • Experience working for a Managed IT services company is preferred.

Key Responsibilities Area:

  • Deliver remote helpdesk support through various channels, including phone, remote control, and ticketing system, addressing issues related to server and desktop software, hardware, and peripherals. Additionally, proactively maintain infrastructure and fulfill work requests.
  • Establish and maintain close communication with clients until resolution of issues, ensuring a high level of customer satisfaction.
  • Generate detailed work logs within our ticketing system, documenting the troubleshooting and resolution
    process.
  • Handle Level 1/2 escalation issues, recognizing and addressing cases requiring a higher level of technical expertise. Escalate issues to the next level in a timely manner.
  • Conduct proactive infrastructure monitoring to identify and resolve potential issues before they cause downtime.
  • ¬†Execute technical support in accordance with documented procedures and contribute to ongoing
    improvements.
  • Provide regular updates to the Senior System Administrator on common problems encountered, suggesting long-term solutions and improvements to mitigate future issues.
  • Manage the monthly patch and upgrade process for servers and major line-of-business applications.
  • Offer technical leadership and knowledge sharing to Level 1 support staff.
  • Coordinate service requests with third-party technology providers as necessary.
  • Participate in special projects as required and stay updated on new technologies and methodologies
    through ongoing training and vendor certification.
  • ¬†Focus on Azure DevOps engineering, demonstrating a comprehensive understanding of various aspects of Azure, including its features, services, architecture, and management.
  • Provide technical support for Azure Cloud services, addressing issues related to virtual machines, storage, networking, APP Services, Azure SQL Databases, and other Azure components.
  • Collaborate with Azure-specific tools and services to optimize and troubleshoot cloud-based solutions.
  • Support Engineer ‚Äď Level 3
  • ¬†Utilize Terraform for infrastructure as code (IaC) to streamline deployments and manage resources in Azure.
  • Apply scripting languages such as PowerShell for automation and efficient management of server and cloud environments.
  • Bring expertise as an experienced DevOps Engineer, automating and optimizing comprehensive IT
    infrastructure processes to enhance efficiency and reliability in a dynamic IT environment.

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