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L2 Server Engineer

2 months ago

Thiruvananthapuram, India IQMatrix Infoways Solutions Pvt Ltd Full time

Overall purpose of the job


  •  Primarily responsible for managing and owning support tickets and driving customer issues through to resolution.
  •  To support the Managed Services Technicians (1st line) to resolve issues that come into the service desk acting as a point of escalation for more challenging issues.
  •   Plan and implement infrastructure changes within agreed SLA’s.  


Key responsibilities for this job


  • Respond to support calls as assigned within Service Level Agreements; ensuring calls are quickly and accurately logged, closed and analyzed to prevent future occurrences, and that call resolution priorities are met.
  •  Respond to proactive alerts and conclude them to resolution
  • Escalate problem calls within the Cloud team to meet Service Level Agreements and ensure maximum level of customer satisfaction.
  • Troubleshooting customer technical faults and collaborating with external vendors and service providers to achieve fault resolution.
  • Proactively identify and investigate problematic issues, raising a subsequent problem ticket to manage the workload.
  • Work as a team to deliver timely resolution to customer requests from telephone and email.
  • Maintain an understanding of the internal escalation process.
  • Jeopardy management to reduce escalation and SLA breaches.
  • Maintain professional working relationships with customers, suppliers, and work colleagues.
  • Any other fair and reasonable task or duty assigned to you by your manager.


Knowledge and experience required


Professional Experience:

  •  Minimum 3 years’ experience supporting Windows Desktop and Server OS in a public and private cloud environment.
  • Previous experience working in a fast-paced international support role.
  • Ability to provide a customer focused service to committed Service levels.
  • Ability to work under own initiative, manage own time, and work to deadlines.
  • Ability to manage own workload and support the wider team.
  • Strong interpersonal and communication skills, particularly customer facing techniques and listening abilities.
  • Proven ability to identify and resolve challenging technical problems.
  • Sound judgement with demonstrable understanding of when and how to escalate issues.
  • Ability to work with minimal supervision and manage a heavy workload.
  • Proactive approach in knowledge transfer and updating documentation to support the wider team.  management, service delivery teams and customers.


Technical Skills:

  • Experience in administration, management and support of Windows Server and Desktop OS.
  • Experience in configuration and maintenance of Active Directory Services, MS Exchange, SQL, and Office 365.
  • Capable of supporting VDI Solutions (Azure Virtual Desktop, Citrix, RDS).
  • Working knowledge of VMWare & Hyper-V configuration and support is essential.
  • Good knowledge of managing resources withing Azure infrastructure.
  • Strong understanding of network fundamentals (Security/DHCP/DNS)
  • Understanding of Scripting languages (PowerShell/VBScript)
  • Understanding and appreciation of ITIL Frameworks
  • Hands on experience of administrating and supporting backup solutions such as Veeam, BackupExec, Commvault
  • Experienced in creating and maintaining high quality configuration Management Documentation.
  • Applicants will ideally be either MCP, MCSA, MCSE or VCP certified.