System Support Engineer​​

Experience: 4+ Years

Job type: Full-time ​
Responsibilities:
  • Providing customer delight
  • Offering excellent technical support experience to customers
  • Good listener to customer, provide on time deliveries.
  • Attending tickets and emails (Proactively involvement in escalations and make sure customer commitments are met)
  • Make sure support deliveries are under defined TATs and SLAs
  • Involve appropriate authorities when escalations are required·
  • Coordinate with Sr. System Administrators, SME (Subject Matter Expertise)
  • Cross-functional team discussions (QA – Quality Analysts, Security Analysts, Development team) – Ontime internal escalations
  • Adapt and implement new technologies related to Zero trust network & Virtualization verticals
  • Implementation and Configuration of Products on Cloud Technologies and On-prem virtualization environment
  • Provide solution documents, KB articles, Incident/Preliminary analysis Document & RCAs
  • Reproduce customer issues and if required, analyze the root cause; check and verify any viable solutions available other than development – such as creating scripts, simple solutions etc…
  • Documentations
  • Ready to learn and groom
Office (US Shift timing 8AM to 5PM EST)
Requirements:
  • B.tech in Computer Science.
  • Good knowledge in Windows System Administration, installation, configuration, tune, maintain and monitor windows servers (2003, 2008 / R2, 2012 / R2, 2016, 2019)
  • Knowledge in Linux & Mac operating systems
  • Good Knowledge of Microsoft 365
  • Provide and manage Windows server administration, within an AD environment. Good knowledge of Active Directory, AD components, AD Roles & Functions. Hands on experience of applying Group Policies
  • Good knowledge in different server roles (Webservers (IIS), DHCP servers, DNS, Remote Desktop services, FSMO, SCCM, SMTP)
  • Work experience in client-side operating systems – Win7, Win8, Win10 is must
  • Product installation, Upgrades and Patch Management
  • Strong fundamentals in networking, IT infrastructure and related technologies
  • Hands on experiencing in Networking, Routing and or Switching
  • Experience with firewalls, Internet VPN’s remote implementation, troubleshooting and problem resolution
  • Good knowledge about different VPN technologies
  • Knowledge about TCP/IP, DNS, Proxy servers
  • Basic understanding of IPTables, TLS, SSL
  • Knowledge about security software such as DLP, firewalls (End point security are add-on)
  • Good Communication skills
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