Key Responsibilities:

<ul>
<li>Monitors client infrastructure and solutions.</li>
</ul>

<ul>
<li>Identifies problems and errors prior to or when they occur.</li>
</ul>

<ul>
<li>Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction.</li>
</ul>

<ul>
<li>Investigates first line incidents assigned and identifies the root cause of incidents and problems.</li>
</ul>

<ul>
<li>Provides telephonic or chat support to clients when required.</li>
</ul>

<ul>
<li>Schedules maintenance activity windows for patching and configuration changes.</li>
</ul>

<ul>
<li>Follows the required handover procedures for shift changes to ensure service continuity.</li>
</ul>

<ul>
<li>Reports and escalates incidents where necessary.</li>
</ul>

<ul>
<li>Ensures the efficient and comprehensive resolutions of incidents and requests.</li>
</ul>

<ul>
<li>Updates existing knowledge articles or create new ones.</li>
</ul>

<ul>
<li>Identifies opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities.</li>
</ul>

<ul>
<li>May also contribute to / support on project work as and when required.</li>
</ul>

<ul>
<li>May work on implementing and delivering Disaster Recovery functions and tests.</li>
</ul>

<ul>
<li>Performs any other related task as required.</li>
</ul>
 Knowledge and Attributes:

<ul>
<li>Ability to communicate and work across different cultures and social groups.</li>
</ul>

<ul>
<li>Ability to plan activities and projects well in advance and takes into account possible changing circumstances.</li>
</ul>

<ul>
<li>Ability to maintain a positive outlook at work.</li>
</ul>

<ul>
<li>Ability to work well in a pressurized environment.</li>
</ul>

<ul>
<li>Ability to work hard and put in longer hours when it is necessary.</li>
</ul>

<ul>
<li>Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.</li>
</ul>

<ul>
<li>Ability to adapt to changing circumstances.</li>
</ul>

<ul>
<li>Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.</li>
</ul>
 Academic Qualifications and Certifications:

<ul>
<li>Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)</li>
</ul>

<ul>
<li>Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)</li>
</ul>

<ul>
<li>Relevant certifications include which are considered desirable (but not limited to):</li>
</ul>

<ul>
<li>CCNA or relevant level 1 Network Security</li>
</ul>

<ul>
<li>Microsoft Certified, Azure Administrator Associate</li>
</ul>

<ul>
<li>AWS Certified, Solutions Architect Associate</li>
</ul>

<ul>
<li>Veeam Certified Engineer</li>
</ul>

<ul>
<li>VMware certified Professional: Data Centre Virtualization</li>
</ul>

<ul>
<li>Zerto, pure, vxrail</li>
</ul>

<ul>
<li>Google Cloud Platform (gcp)</li>
</ul>

<ul>
<li>Oracle Cloud Infrastructure (oci)</li>
</ul>
 Required Experience:

<ul>
<li>Entry-level experience with troubleshooting and providing the support required in security / network/ data center/ systems/ storage administration and monitoring Services within a medium to large ICT organization.</li>
</ul>

<ul>
<li>Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Security, Network, Data Centre, Telephony, etc.).</li>
</ul>

<ul>
<li>Basic knowledge of ITIL processes. </li>
</ul>

Sr Technical Support Engineer in Bengaluru (UID-10701)

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Job Description for Sr Technical Support Engineer

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