Support Engineer L2

2 weeks ago

pune, India Analytix Business Solutions (India) Pvt. Ltd. Full time

Greetings from Analytix Solutions…Company At Glance: We are a premier knowledge process outsourcing unit based in Ahmedabad, fully owned by Analytix Solutions LLC, headquartered in the USA. Our Service delivery units cater to the finance and accounting, information technology, web marketing, engineering drawing, data processing and automation outsourcing needs of our clients. For more details about our Information & technology division, please click on https://www.analytixit.com/Position Summary :We are seeking a skilled L2 Support Engineer to join our team. This role involves designing, developing, supporting, and maintaining infrastructure, including hardware and software. You will be responsible for end-user support, collaborating with client IT teams, and ensuring customer satisfaction in both service and technical projects. The ideal candidate will have a strong background in client-facing IT services, advanced troubleshooting, and experience with core technologies and compliance frameworks.Reports To:Service Delivery ManagerKey Responsibilities Area :Experience building technical documents such as SOPs, runbooks, and roadmaps.Experience managing and servicing clients through RMM (Remote Monitoring and Management) and PSA (Professional Services Automation) tools.Familiarity with ConnectWise Manage and Logic Monitor is a plus.Proficiency with core technologies including Microsoft Azure, Windows Server, Exchange, SQL, and Office 365 platforms, Linux, Network design and administration (TCP/IP, DNS, SNMP, VLAN, SDWAN), Backup and Disaster Recovery, FirewallVirtualization (VMware and Microsoft Hyper-V)IT Regulatory Compliance frameworks (PCI, HIPAA, NIST) preferred.Breach response experience. • Strong problem-solving skills.Professional written and verbal communication and interpersonal skills.Skills :Open to work in rotational and night shift environmentFlexible and willing to come on Weekends and Holidays if neededExcellent written and verbal English communication skillsAbility to communicate and present ideas in user-friendly language to both technical and non-technical clients and staff as neededAbility to work collaboratively with peersAbility to deliver outstanding customer service, demonstrate professionalism while maintaining composure in stressful situationsMust be able to resolve issues in short turnaround timeEducation and Experience :A bachelor's degree in computer science, Information Technology, or a related field is often preferred.5+ years of client-facing IT service desk experience, preferably within a managed services or multi-tenant support environment.Advanced troubleshooting and administration experience with servers, networks, and standard business applications.IT certifications (e.g., Microsoft 365, Azure, Linux) are advantageous.

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