System Support Engineer

6 days ago

Karnataka, India Vinebrook Technology Full time

Responsibilities Operations: Communicate clearly with customers both in writing and over the phone Perform mid-level and advanced troubleshooting of issues across the services provided by the Managed Services team Engage directly with customers to review quality of service and provide monthly service overviews Provide support to incident managers for critical “P1” issues, ensuring that the customer is updated regularly, and that the Operations team drives the issue to resolution and performs root cause analysis Perform advanced configuration of monitoring tools and automation/improvement of common operational tasks Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where required Use a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs Research technical issues, using internal and publicly available documentation Work with OEM and 3rd party support providers to resolve issues Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations Provide quality customer service, including interacting with customers and answering customer inquiries Ability to work independently and proactively identify and resolve issues without direct instruction Mentor and provide technical guidance to the Managed Services team Provide “on-call” support for off-hours incidents, requests, and escalations Perform other tasks as assigned by management Education and Training High school diploma required; college degree strongly preferred Relevant mid-level or certifications strongly preferred: Cisco CCNA/CCNP/CCIE Certified Ethical Hacker or CISSP AWS Certified Practitioner / Solution Architect Microsoft MCSA/MCSE Red Hat RHCSA/RHCE ITIL v3/4 Foundation / Six Sigma Black Belt / PMP Experience 5+ years in a technical field Experience providing customer support Experience in 24x7x365 Managed Services or SaaS organization Experience using ITSM and Monitoring tool sets Advanced knowledge of desktop operating systems Experience using Server virtualization platforms VMware, Hyper-V, and Proxmox Advanced BCDR solution experience Microsoft licensing knowledge and experience Experience managing Cloud infrastructure (AWS / Azure) Skills Highly analytical thinker and troubleshooter Detail oriented with excellent documentation and communication skills Self-motivated, passionate about technology, with the desire to learn new things Ability to administer Windows and Linux systems and related tools such as Active Directory, SCOM, Satellite and Puppet Ability to administer common network infrastructure, such as switches, routers, load balancers and firewalls Ability to administer unified communications platforms strongly preferred Strong knowledge of IT security principles Ability to mentor and train analysts and engineers Ability to lead projects and teams Job Type: Full-time Benefits: Paid sick time Paid time off Provident Fund Schedule: Monday to Friday Weekend availability Work Location: Remote

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