Senior Technical Support Specialist

3 weeks ago

Ibrahim Bagh Lines, India Ctrl Sourcing Private Limited Full time
Job Description

Candidate's Basic Qualification:

  • Bachelor's degree in Computer Science or IT-related field or any degree.
  • Must have knowledge of Mac OS and Microsoft Windows 10 and above.
  • Strong verbal and written skills and proven ability to communicate with technical and non-technical staff.
  • Display a commitment to quality and strong multi-tasking skills.
  • Work from office and complete night shift (08:30 PM to 05:30 AM).

Candidate's Preferred Qualification:

  • 3+ years of direct client support experience on both a Windows and Mac environment.
  • Advanced MacOS systems administration skills.
  • Strong troubleshooting skills in very complex systems.
  • Experience with MDM tools like In Tune, Jamf, ManageEngine, Munki, etc.
  • Ability to explain complex IT concepts in simple terms.
  • Experience in Office 365 admin, Google Workspace admin, and Microsoft Server.
  • The desire to get jobs done right the first time with a sense of urgency and attention to detail.
  • Proficiency in Windows, Mac, and mobile devices.
  • Develop, implement, and maintain Microsoft Endpoint Manager/Intune.
  • Networking skills (routers, switches, access points) - a plus if you have Ubiquiti UniFi experience.
  • Able to communicate and understand American accent.
  • Prior experience working with Azure cloud.
  • Comfortable creating and administering an IaC cloud environment.
  • Prior experience working with Azure.
  • Technically proficient in Azure, CAF, IaaS, PaaS, PowerShell, Azure Resource Manager (ARM), Terraform.
  • Solid understanding of monitoring, alerting, and observability philosophies and best practices.
  • Ability to analyze, design, and integrate systems architectures.
  • Understanding of cyber security products and concepts.
  • Extensive troubleshooting/debug experience.
  • Comfortable in working night shift.
  • Able to understand American accent well.

Responsibilities:

  • Respond timely and appropriately to all support requests.
  • Troubleshoot hardware and software issues remotely and via phone.
  • Satisfy customer needs by making appropriate recommendations and briefings using appropriate field automation systems, procedures, and protocols.
  • Maintain working relationships with clients.
  • Check and maintain internal system tools.
  • Contribute, update, and maintain internal technical documentation.
  • Configure, monitor, and optimize Azure Services to achieve high availability, scalability, and cost-efficiency.
  • Review proposed architectures, providing feedback or identifying constraints.
  • Provide delivery of cloud architecture solutions, configuration, and support.
  • Review and create policies for cloud environments for security, cost, and efficiency.
  • Monitor system performance, identify bottlenecks, and proactively take necessary actions to ensure optimal performance and availability.
  • Enforce and audit policies for Azure Services.
  • Develop solutions integrating Microsoft Azure clouds with services hosted on-premise.
  • Help monitor Azure cloud-based systems for availability, performance, reliability, security, etc. using tools like Azure Monitor, Azure Log Analytics, Azure Trusted Advisor, Science Logic, Dynatrace, AppDynamics, or similar.
  • Utilize automation tools such as Azure Resource Manager (ARM), Terraform, or similar.
  • Maintain cloud network configurations and network diagrams.
  • Help automate the management and enforcement of policies using cloud governance platforms.
  • Support our systems via an on-call rotation.

Preferred Skills:

  • Demonstrated expertise in Azure cloud technologies and services.
  • Experience designing and developing Azure computing infrastructure, data implementation, networking implementation, security and identity solutions, and solutions by using Azure platform services.
  • History of performing hands-on Azure work to solve complex technical problems.
  • One or more Azure cloud certifications.
  • Experience with scripting and automation using PowerShell, Python, or similar languages.
  • Experience implementing and managing DevOps pipelines for cloud-based workloads.
  • Experience working in an Agile environment.
  • Ability to work on a team as well as independently to achieve team goals.
  • Ability to communicate clearly both verbally and in written communications and documentation.
  • Desire to understand how things work.
  • Able to prepare the documentation when required.
  • Need to train the team as and when required.
  • Should manage escalations.

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