System Support Engineer-(IS Service Desk)

Overview:

Would you like to help enrich the lives of learners around the world?

RM India (RM Education Solutions India Private Limited) is the India Delivery Center for UK based RM Plc. A leading supplier of technology and resources to the education sector, RM India helps deliver great education products and services that help teachers to teach and learners to learn. Our mission is to achieve growth by improving life chances of people. At RM India, we are driven by the potential of our business to touch lives and shape the future.

RM Plc have been pioneers of education technology since 1973. We provide technology and resources to the education sector supporting over 10 million students around the world. We work with 28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education outcomes worldwide.

RM is a leading supplier of technology and resources to the education sector, supporting schools, teachers, and pupils across the globe. What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification, we partner with schools, examination boards, central governments and other professional institutions, to enrich the lives of learners.

RM Group operates through three businesses: Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) and TTS (Education Resources).

Visit us here to find out more:

Responsibilities:

The Senior Support Engineer is responsible for providing advanced technical support and troubleshooting expertise to ensure the stability, availability, and performance of the organization's IT infrastructure. This role involves resolving complex issues, mentoring junior team members, and driving continuous improvement in support processes. The Senior Support Engineer will collaborate with cross-functional teams, leverage their in-depth knowledge of networking, server administration, and systems support, and contribute to the strategic direction of the support function. The ideal candidate will have a strong background in IT infrastructure, possess expertise in relevant technologies, and demonstrate leadership skills.

Key Responsibilities

• Provide advanced technical support and troubleshooting expertise for networking, server, and systems infrastructure, resolving complex incidents, problems, and service requests.
• Mentor and provide guidance to junior support engineers, assisting with escalated issues and fostering their professional growth.
• Collaborate with cross-functional teams, including development, operations, and security, to resolve complex technical issues and drive problem resolution.
• Identify and implement process improvements to enhance the efficiency and effectiveness of support operations, leveraging industry best practices.
• Take a proactive approach to monitor and analyze system and network performance, identifying areas for optimization and implementing appropriate strategies.
• Lead and contribute to the development and maintenance of support documentation, including knowledge base articles, troubleshooting guides, and standard operating procedures.
• Participate in on-call rotations to provide 24/7 support coverage for critical incidents and emergencies.
• Work closely with vendors and third-party providers to troubleshoot and resolve infrastructure-related issues and implement new technologies.
• Collaborate with project teams to ensure the successful implementation and support of new systems, services, and infrastructure changes.
• Stay up-to-date with emerging technologies, industry trends, and best practices related to infrastructure management and support.

Experience:

Exp:- 3+yrs

Qualifications and Skills:

• Bachelor's degree in computer science, Information Technology, or a related field. Relevant certifications are a plus.
• Proven experience as a Support Engineer or similar role, with a strong track record of resolving complex technical issues.
• In-depth knowledge and hands-on experience in networking protocols, routing, switching, and firewall concepts.
• Proficiency in server administration and troubleshooting, including Windows Server and Linux environments.
• Strong understanding of TCP/IP, DNS, DHCP, VPN, and other network protocols and services.
• Experience with virtualization technologies, such as VMware or Hyper-V.
• Familiarity with cloud platforms, such as Azure or AWS, and related services.
• Excellent problem-solving and analytical skills, with the ability to think critically and troubleshoot complex issues.
• Strong leadership and mentoring skills, with the ability to guide and inspire junior team members.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and stakeholders.
• Ability to manage multiple priorities and work in a fast-paced, dynamic environment.
• Strong customer service orientation and a commitment to delivering exceptional support.

Desired Skills

• Relevant certifications, such as Microsoft Certified: Azure Administrator Associate or CCNA.
• Experience with enterprise back-up solutions such as Commvault or Veeam or Redstor.
• Familiarity with security frameworks and best practices.
• Understanding of DevOps principles and practices.
• Experience with monitoring and logging tools, such as Azure Monitor, Whatsupgold, NetFlow Analyzer, Icinga, or Nagios.
• Experience in working with ticketing tools such as ServiceNow.

Mode of Work/Location

• On-Site at Trivandrum