L2 Engineer

Level two Support Engineer, you are expected to be experienced and detail-oriented person capable of assimilating product knowledge, research and testing to resolve complex situations and provide comprehensive solution to permanently fix the issue. Assisting customer teams and other collogues to comprehend by what means customers can achieve desired outcomes. Your first and foremost responsibility would be to update incident tickets and resolve technical issues through debugging, research, and investigation. You need to ensure incidents tickets are updated with progress and resolution details in a timely manner using.

What the Role needs to Achieve

• Performance tuning of OS, Application and Databases.
• PowerShell scripting for automation and ease of access.
• Relevant experience on a high volume GOV / enterprise help desk or similar support role.
• Moderate hands-on overall troubleshooting experience on different Windows Server Versions/Editions.
• Perform basic tasks related to Virtual Machines on virtualization and cloud platforms.
• Understanding of High Availability and Redundancies for different components to setup or troubleshoot issues on infrastructure.
• Understanding of High Availability and Redundancies for different components to setup or troubleshoot issues on infrastructure.
• Perform Server security hardening, system compliance and VA closure.
• Deployment/Configuration/Management/Audits of Centralized Authentication Systems of LDAP, Integration with Active Directory System and Implementation of Multifactor Authentication System.
• Manage and maintain required logs and reporting services on servers.
• Work on escalated cases/tasks by Pro Support Level one admins & Windows Level one admins & other teams. Close/fix issues in timely manner.
• Install/configure/troubleshoot on Mail servers, DNS, IIS, RDS, Radius etc.
• Handling/ Manage/ Troubleshoot Failover Clusters/ Exchange/ O365 roles/ features.
• Fixing the identified vulnerabilities identified in VAPT according to plan of action.
• Identifying the Root Cause and provide permanent fix.
• Good understanding of TCP/UDP, packet handling, networking & firewall and sessions to resolve internal/external connectivity issues client infra.
• Mount/Increase/decrease disk space within OS on published disk i.e., CIFS, ISCSI, NFS, FC, FCOE etc. and/or at OS level as per requirement or escalation.
• Install/configure/Manage Windows OS/0365/Exchange/Citrix VDI product licensing & management.
• Installation only of third-party Software on Windows Servers as per requirements, RFP and contracts e.g., Antivirus/DLP/Syslog etc.
• Perform Audit of client/hosting servers on regular basis & resolve issues reported on them if assigned.
• Perform user creation/review on servers and/or control panels for various clients/internal infrastructure.
• Perform patching using centralized patch management systems WSUS/WDS/Manage Engine etc.
• Handover tasks/issues to next shifts with necessary information & follow-up.
• Perform Suspension tasks of various client servers/ accounts as per SOP in absence of L1 administrators.
• Escalate issues to L3 administrators with detailed report about escalated cases.
• Create Process/ issue/ tasks related documentations/ SOPs.
• Provide timely updates on incident/change/service request tickets to clients to avoid SLA breaches.

ROLES AND RESPONSIBILITIES

• Own customer / user problems and be preemptive when dealing with issues.
• Strictly adhere to established set of processes while handling incident requests.
• Abide by SOPs for appropriate escalation of unresolved issues to respective internal teams.
• Make certain that all calls are logged in the ticketing system & every activity is timely updated.
• Identify and learn more about the software and hardware used/supported by the organization.
• Responsible for the maintenance of system configurations and process documentation, operating procedures, and infrastructure support documentation.
• Follow approved life cycle methodologies, create documentation for design and testing.
• Ensure SLA obligations with internal and external stakeholders are observed and met; escalate as necessary using judgment and discretion.
• Maintain detailed documentation ranging from Knowledge Base articles to live logging of incidents for post-mortems.
• Build strong awareness of platforms across product lines and clearly eloquent support decisions and findings.
• Manage the complete patch management process to ensure all patching in place.
• Manage the antivirus and DLP, SIEM servers/agents as per the project requirement.
• Actively contribute to ongoing process improvement, problem resolution & workflow improvements.
• To manage the system compliance and assist with regular audits & preparation of audits.
• To provide the required system reports on demand or as per the schedule.
• Perform security audits & updates on Windows servers.
• Awareness: in touch with the day-to-day challenges of the Team.
• Consistently follows-up and follows-through on delegated tasks and action.

ESSENTIAL KNOWLEDGE AND SKILLS REQUIRED

• Strong knowledge of at least one scripting language such as PowerShell/ansible for automation of day-to-day tasks.
• Excellent hands-on experience on Windows 2012, 2016 and 2019.
• Exposure on Virtualization and Cloud platforms.
• Strong understanding of High Availability and Redundancies for different components.
• Understanding the DR/BCP for different environment. Exposure on DR Drills.
• Server security hardening, and system compliance.
• Exposure on WSUS/WDS/SCCM/SCOM for centralized patch management/automation of tasks.
• Exposure on Centralized Authentication Systems of Active Directory System and Distributed Architecture of Active
• Directory, Implementation of Multifactor Authentication System.
• Exposure on managing and Maintaining Antivirus servers.
• Well versed with Mail servers, DNS, IIS, Tomcat etc.
• Exposure on handling different MTA i.e., Exchange, Smarter mail/Anti-Spam Gateways.
• Exposure on fixing the identified vulnerabilities identified in VAPT.
• Identifying the Root Cause and provide permanent fix. Creating RCA.
• In depth understanding of TCP/UDP, packet handling, sessions.
• Experienced in managing various storage Connectivity to storage on different protocols i.e., ISCSI, NFS, FC, FCOE etc.
• Have a strong understanding of incident SLA management & ITIL concepts.
• Resilient: ability to cope successfully under pressure and with shifting priorities.
• Process driven, operationally focused.
• Professional and positive, with outstanding customer-facing practices.
• Analytical and diligent, with great attention to detail.
• Effective collaborator and communicator at all levels.
• Self-motivated and self-sufficient enthusiastic team player, able to work on own initiative.
• Assertive, adaptable, collaborative, and creative.

EDUCATIONAL QUALIFICATIONS

• E./ B. Tech in Computer/Electronic/IT or M.C.A or higher from a recognized university.
• Up to date and relevant ITIL certification.
• MCP/MCSE/MCSA/O365/Active Directory/Exchange Certifications.
• Microsoft Azure Certified Professional.

EXPERIENCE

• 5 – 7 years of industry experience with strong windows domain knowledge and troubleshooting skills, scripting, debug and build tools.
• 2+ years hands on experience on windows clustering.
• 4+ years of experience in performance tuning of OS, Application and Databases.