System Engineer
4 weeks ago
About the Role
The System Engineer at Sectona will be responsible for providing technical direction and support to customers in integrating, deploying, and maintaining our products. This role requires a seasoned professional with expertise in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies, and IIS.
Key Responsibilities
- Provide technical guidance and support to customers in troubleshooting and resolving issues with our products.
- Take ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution.
- Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience.
- Serve as a point of contact for customer issues and ensure they are resolved as expediently as possible.
- Manage project scope, schedule, status, and documentation.
- Collect information and document bugs with Engineering for product issues that are impacting customers.
- Provide feedback to the training and documentation organization to address common or emerging issues.
- Create process or troubleshooting documentation in the support knowledge base.
Requirements
Skills and Experience
- BE / B.Tech / MCA / M.Tech / M.Sc (CS) / B.Sc (CS)
- 3+ years of System Engineering/Professional Services management role
- Expertise in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies, and IIS
- Experience with VMWare virtual environments, AWS Cloud Services, or Microsoft Azure Platforms is preferred
- Advanced troubleshooting and technical escalation management
- Implement, Operate, and provide L2 Support for PAM solutions
- Demonstrate an understanding of risk management, security policies, and controls, user account life-cycle management, and role-based access
- Ability to learn new technologies quickly
- Excellent relationship management, customer service, and communication skills
- Ability to work independently with little direct supervision and as a part of a team
- Ability to remain calm, composed, and articulate when dealing with tough customer situations
- Security certification is a plus
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