Desktop Support Engineer - American IT Staff

Role: Work Closely with end users and Backend Service Desk. Ability to work as a technical team lead onsite for Field Services. User Support for 100 users. Physical support to Servers, Storages and Back up.

Technology: Windows 10 & 11 workstations, Windows and Linux servers, Proxmox server Virtualization and Backup Platform, Microsoft AD, O365, MS Intune MDM, IDS/IPS, IP Telephony, Bitdefender EDR, SIEM/XDR, RMM, Automations using CLI Scripting. In-depth knowledge of networking fundamentals, and CCTV system troubleshooting.

Tool knowledge that would be desirable but not limiting: NinjaOne RMM, Wazuh SOC, SNORT IDS/IPS, voip.ms, 3cx, nagios, AWS Cloud DR, Public Cloud concepts, Linux Client (Debian OS, Ubuntu), Shell scripting, Python, Ansible.

Experience: 5-8 years of relevant experience. Work Closely with L1 support team, other business service owners and OEM.

Job Summary:

Work Closely with end users and Backend Service Desk. Ability to work as a technical team lead onsite for Field Services. User Support for 100 users. Physical support to Servers, Storages and Back up.

Supporting Off shore Team for Security patching; Active Directory Administration; Email Services Management-O365; Data Management and Recovery; Backup and Restoration; Disaster Recovery; Network Support; VoIP Support; Supporting Implementation of Infrastructure Support tools.

Job Responsibility:

End user-computing support :Desktop and Laptop Support: Comprehensive support for hardware, operating systems, and software applications on all desktop and laptop systems to ensure functionality and efficiency.

Onsite support to assist end-users with technical issues, improving productivity and minimizing downtime.

Supporting Implementation of Infrastructure Support tools.

Automation Development: Design and develop automation scripts and programs to streamline infrastructure operations. Utilize tools such as Ansible, Puppet, Chef, or PowerShell to automate routine tasks related to server management, software deployment, and system updates.

Process Improvement: Analyse current operations processes to identify automation opportunities. Implement automation solutions that enhance performance, scalability, and system reliability.

Incident Management:

• Receive and respond to incoming support requests from end-users and L1 support team.
• Log and track incidents, escalate as needed, and ensure timely resolution.
• Perform RCA and contribute in problem management.
• Provide clear and detailed documentation of issue resolution steps.
• Working knowledge in Workflow management systems and ITIL practices(JIRA, Service now etc.)

Collaboration:

• Collaborate with other IT teams to resolve complex issues.
• Work closely with OEM support and business teams for problem resolution.
• Implementation  servers, backup, other infrastructure support tools.

Documentation:

• Maintain accurate and up-to-date documentation for Infrastructure services and SOP’s.
• Create knowledge base articles to facilitate issue resolution and knowledge transfer.

Qualifications:

• Bachelor's degree/3 Yrs Engg. Diploma in Information Technology, Computer Science, or related field.
• Relevant certifications such as CCNP, MCSE, RHCE
• Proven experience in providing Infrastructure L2 support for Windows, Linux and Networks.
• Strong knowledge operating systems (Windows/Linux), Switching, routing, security and virtualization concepts.
• Excellent troubleshooting and problem-solving skills.
• Familiarity with backup and recovery processes for servers and virtual machines and Disaster recovery built.

Skills and Abilities:

• Strong understanding of Windows & Linux ,Networks, Backup, O365, AD.
• Excellent troubleshooting and analytical skills.
• Strong communication skills, both written and verbal.

Abhishek Kumar

469 409 4080