Support Engineer L3

by | February 2, 2024 | 10:23 am

Company At Glance: We are a premier knowledge process outsourcing unit based in Ahmedabad, fully owned by Analytix Solutions LLC, headquartered in the USA. Our Service delivery units cater to the finance and accounting, information technology, web marketing, engineering drawing, data processing and automation outsourcing needs of our clients. For more details about our organization, please click on https://www.analytix.com/

 

Our Team:
At Analytix, we believe in self-motivation, self-accountability, teamwork and integrity.

 

Key Responsibilities Area:

– Deliver remote helpdesk support through various channels, including phone, remote control, and ticketing
system, addressing issues related to server and desktop software, hardware, and peripherals. Additionally,
proactively maintain infrastructure and fulfill work requests.
– Establish and maintain close communication with clients until resolution of issues, ensuring a high level of
customer satisfaction.
– Generate detailed work logs within our ticketing system, documenting the troubleshooting and resolution
process.
– Handle Level 1&2 escalation issues, recognizing and addressing cases requiring a higher level of technical
expertise. Escalate issues to the next level in a timely manner.
– Conduct proactive infrastructure monitoring to identify and resolve potential issues before they cause
downtime.
– Execute technical support in accordance with documented procedures and contribute to ongoing
improvements.
– Provide regular updates to the Senior System Administrator on common problems encountered, suggesting
long-term solutions and improvements to mitigate future issues.
– Manage the monthly patch and upgrade process for servers and major line-of-business applications.
Offer technical leadership and knowledge sharing to Level 1 support staff.
– Coordinate service requests with third-party technology providers as necessary.
– Participate in special projects as required and stay updated on new technologies and methodologies
through ongoing training and vendor certification.
– Focus on Azure DevOps engineering, demonstrating a comprehensive understanding of various aspects of
Azure, including its features, services, architecture, and management.
– Provide technical support for Azure Cloud services, addressing issues related to virtual machines, storage,
networking, APP Services, Azure SQL Databases, and other Azure components.
– Collaborate with Azure-specific tools and services to optimize and troubleshoot cloud-based solutions.
– Utilize Terraform for infrastructure as code (IaC) to streamline deployments and manage resources in
Azure.
– Apply scripting languages such as PowerShell for automation and efficient management of server and cloud
environments.
– Bring expertise as an experienced DevOps Engineer, automating and optimizing comprehensive IT
infrastructure processes to enhance efficiency and reliability in a dynamic IT environment.

Skills
Prerequisites to hire.
– Open to work in rotational and night shift environment
– Excellent command over English (Verbal & Written)
– Flexible and willing to come on Weekends and Holidays
Soft Skills / Communication Skills
– Excellent written and verbal communication skills
– Ability to communicate and present ideas in user-friendly language to both technical and non-technical clients and staff as needed
– Ability to work collaboratively with peers
– Ability to deliver outstanding customer service, demonstrate professionalism while maintaining composure in stressful situations
– Must be able to resolve issues in short turnaround time