System Support Engineer

3 weeks ago

Thiruvananthapuram, India Soffit Infrastructure Services (P) Ltd Full time

J ob Overview: Soffit is seeking a dedicated and qualified System Support Engineer to maintain and enhance its server, storage, and cloud infrastructure. The selected candidate will ensure high system availability, reliable service delivery, and optimized performance. The role requires hands-on experience with both on-premises and cloud-based technologies and the ability to provide Level 2 and Level 3 technical support. Key Responsibilities: Technical Responsibilities: Maintain and optimize server infrastructure. Administer and support on-premises and cloud environments (AWS, M365, EMS). Perform proactive server/service monitoring and maintenance. Manage patches for servers and storage systems. Maintain inventory and asset records for Server/Storage/Cloud environments. Generate daily and weekly system performance reports using NOC tools. Create monthly availability and performance reports via the IT Service Desk. Prepare quarterly infrastructure assessment reports (Excel, PowerPoint). Maintain accurate incident and resolution logs within the IT Service Desk system. Provide L2 and L3 technical support to end-users when required. Implement and track change management requests through the IT Service Desk. Adhere strictly to organizational compliance standards including ISO 27001:2022 and TISAX . On-Call & Escalation Support: Provide 24/7 on-call support for critical incidents. Client Responsibilities: Provide necessary access to facilities, systems, and data. Ensure timely availability of documentation required for service execution. Service Provider Responsibilities: Deploy a qualified, compliant, and background-verified on-site engineer. Perform regular infrastructure maintenance and timely updates. Monitor and respond to all IT Incidents, Requests, Changes, and Problems in line with agreed SLAs. Conduct and report quarterly audits of infrastructure performance to the Head of IT. Mandatory Requirements: Strong knowledge of M365, EMS, and AWS administration. Proven experience in server/storage/cloud support and asset management. Familiarity with ITSM tools, change/incident/problem management practices. Capability to deliver detailed reports and assessments in Excel and PowerPoint. Understanding and compliance with ISO 27001:2022 and TISAX standards. Willingness to undergo a technical interview and background verification as part of the selection process.

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