Senior Technical Support Engineer

1 day ago

Surat, Gujarat, India beBeeTechnical Full time ₹ 10,00,000 - ₹ 15,00,000
Job Summary

We are seeking an experienced Technical Support Specialist to join our team.

This is an exciting opportunity for a skilled professional to work as the first point of contact for technical support, ensuring the smooth operation of IT systems and services. The successful candidate will handle a wide range of support tasks, from basic troubleshooting to proactive monitoring, while collaborating with higher-tier teams for escalations.

Key Responsibilities
  • Ticket Management & Client Support:
    • Respond to and resolve client tickets using ConnectWise RMM and other support platforms.
    • Accurately document incidents, troubleshooting steps, and resolutions in the ticketing system.
    • Escalate unresolved or complex issues to L2/L3 teams with detailed context and logs.
  • User Support & Lifecycle Management:
    • Assist with onboarding and offboarding processes, including user account setup and deactivation.
    • Provide basic support for Microsoft 365 and Google Workspace environments.
  • Microsoft Azure & Entra ID Support:
    • Perform basic Azure tasks such as managing virtual machines, monitoring storage accounts, supporting Azure Virtual Desktop (AVD) sessions, and assisting with user access and permissions in Microsoft Entra ID.
  • Microsoft 365 Support:
    • Perform basic tasks such as managing users and groups, provisioning of shared mailbox, distribution list, mail flow rules.
  • Windows OS & Desktop Support:
    • Troubleshoot Windows login issues, profile corruption, and performance problems.
    • Install and update patches, manage local user accounts, and map network drives.
  • Network & Connectivity Troubleshooting:
    • Perform basic LAN/Wi-Fi troubleshooting, including IP configuration and DNS resolution.
    • Monitor network alerts and escalate critical issues to L2 / L3 engineers.
  • Infrastructure & System Monitoring:
    • Monitor infrastructure health using 24x7 and escalate critical alerts.
    • Perform routine maintenance and basic troubleshooting for printers, email, and VoIP systems, antivirus and EDR platforms, backup systems, web hosting platforms.
  • Security & Awareness Support:
    • Support email security configurations and spam filtering using Proofpoint.
    • Assist in phishing simulations and security awareness training using KnowBe4.
  • Provide basic support for VMware environments: monitor virtual machines and report performance issues, escalate complex virtualization problems to higher-tier teams.
Required Skills & Qualifications
  • Cloud Platforms: Microsoft Azure, AWS.
  • Productivity Suites: Microsoft 365, Google Workspace.
  • OS & Virtualization: Windows Server, Linux, VMware/Hyper-V.
  • Storage: SAN, NAS.
  • Networking: Basic knowledge of TCP/IP, DNS, DHCP, VPN, VLANs, firewalls.
  • Email Security: Proofpoint.
  • EDR: Sentinelone / CrowdStrike.
  • Automation & AI: PowerShell, AI copilots, Power Automate.
  • Backup & DR: Datto, MSP360, Veeam.
  • Monitoring & Management: ConnectWise RMM, Site24x7.
  • Ticketing Tool: ConnectWise PSA.
  • Web Hosting: Kinsta.
  • Phishing Simulation & Training: KnowBe4.
  • VOIP: 8x8, Nextiva.

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