Support Specialist

3 weeks ago

Trivandrum, India KniTT Full time

Job Summary:
Servers & Storage Administration; Performance Optimization; Security patching; Active Directory Administration; Email Services Management-O365; Data Management and Recovery; Backup and Restoration; Disaster Recovery; Implementation of Infrastructure Support tools. Responsible for the whole infrastructure proactive and reactive support.

Job Responsibility:
Servers & Storage Administration: Regular maintenance and management of server hardware and storage systems to ensure they meet operational demands and performance criteria.
Performance Optimization: Tuning and adjustments to improve efficiency and adapt to evolving business needs.
Security patching: Monthly security patching to server operating systems and installed software to address security vulnerabilities, Continuous assessment of potential security threats and vulnerabilities to servers, using advanced tools, thorough testing of patches in a controlled environment before deployment to production systems to ensure stability and minimize disruptions to operations, with a detailed reporting on patch status.
Active Directory Administration: Management of Active Directory services to ensure efficient user management, replication, AD health.
Email Services Management: Administration of O365 email systems to guarantee reliability, security, and accessibility for all users.
Data Management and Recovery: Backup and Restoration: Management of Proxmox Backup Server infrastructure including day to day backup activities and restoration of user files as needed, AD backup and periodic restoration testing and O365 backup.
Disaster Recovery: Implementation of DR. Detailed assessment, design, and implementation of disaster recovery plans to ensure rapid recovery and continuity in the face of disruptions.
Implementation of Infrastructure Support tools.
Incident Management:
Receive and respond to incoming support requests from end-users and L1 support team.
Log and track incidents, escalate as needed, and ensure timely resolution.
Perform RCA and contribute in problem management.
Provide clear and detailed documentation of issue resolution steps.
Working knowledge in Workflow management systems and ITIL practices(JIRA, Service now etc.)
Collaboration:
Collaborate with other IT teams to resolve complex issues.
Work closely with OEM support and business teams for problem resolution.
Implementation servers, backup, other infrastructure support tools.
Documentation:
Maintain accurate and up-to-date documentation for Infrastructure services and SOP’s.
Create knowledge base articles to facilitate issue resolution and knowledge transfer.

Qualifications:
Bachelor‘s degree/3 Yrs Engg. Diploma in Information Technology, Computer Science, or related field.
Relevant certifications such as CCNP, MCSE, RHCE
Proven experience in providing Infrastructure support for Windows, Linux and Networks.
Strong knowledge operating systems (Windows/Linux), Switching, routing, security and virtualization concepts.
Excellent troubleshooting and problem-solving skills.
Familiarity with backup and recovery processes for servers and virtual machines and Disaster recovery built.

Skills and Abilities:
Strong understanding of Windows and Linux servers, Proxmox server Virtualization and Backup Platform, Microsoft AD, O365, MS Intune MDM, IDS/IPS, IP Telephony, Bitdefender EDR, SIEM/XDR, RMM, Automations using CLI Scripting.
Excellent troubleshooting and analytical skills.
Strong communication skills, both written and verbal.

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