Senior System Engineer

4 weeks ago

Bengaluru, Karnataka, India Campus Management Full time
Job Description

Specific Responsibilities:

- Second-Level Support:
- Providing support for application and infrastructure issues, ensuring timely resolution or escalation to the appropriate team.
- Troubleshooting and resolving common technical problems related to operating systems, networks, and applications.
- Communicating with clients via email, chat, and phone to provide updates and resolve issues.
- Training junior members in the team on technologies and advanced troubleshooting.
- Root Cause Analysis & Knowledge Base:
- Documenting Root Cause Analyses (RCA) for recurring incidents and creating knowledge base articles to share solutions with internal teams and clients.
- Continuously improving knowledge base content and contributing to the creation of documentation to address common issues.
- Client Communication:
- Effectively communicating with clients, ensuring clear updates and timely resolutions for reported issues.
- Acting as a liaison between technical teams and clients to ensure a smooth support experience.
- On-Call & Shift Work:
- Participating in on-call support on a weekend rotational basis, ensuring systems remain operational during off-hours.
- Willingness to work in a rotational shift, providing flexibility for 24/7 support coverage.
- Problem-Solving & Troubleshooting:
- Demonstrating strong analytical and problem-solving skills, identifying the root causes of issues, and providing effective solutions.
- Proactively monitoring systems and escalating issues when necessary to minimize downtime.
- Collaboration & Teamwork:
- Collaborating with cross-functional teams (e.g., infrastructure, application development, and support) to resolve issues.
- Maintaining effective communication with internal and external teams, ensuring smooth handoffs and resolution of issues.
- Escalating issues as needed to Level III analysts or development teams for resolutions.

Required Skills/Qualifications:

- 3 years of experience in IT support, system administration, or a related field.
- Familiarity with ticketing systems such as ADO & Salesforce.
- Proficiency in Windows or Linux operating systems.
- Basic understanding of network protocols (TCP/IP, DNS, DHCP).
- Experience in web server management and associated troubleshooting.
- Basic knowledge of SQL (writing basic queries).
- PowerShell scripting skills for automation and troubleshooting.
- Familiarity with Microsoft Azure or Amazon Web Services (AWS) cloud platforms.
- Excellent communication and collaboration skills, with the ability to work effectively with clients and internal teams.
- Strong problem-solving and analytical skills to troubleshoot and resolve issues quickly.
- Ability to handle multiple tasks in a fast-paced, dynamic environment.
- Strong attention to detail and commitment to high-quality service delivery.
- Fluency in written and spoken English.

Preferred Skills/Qualifications:

- Understanding of virtualization technologies (e.g., VMware, Docker).
- Knowledge of CI/CD pipelines and automation tools.
- Familiarity with ITIL processes or frameworks.

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