Senior System Engineer

Specific Responsibilities:

• Second-Level Support:
• Providing support for application and infrastructure issues, ensuring timely resolution or escalation to the appropriate team.
• Troubleshooting and resolving common technical problems related to operating systems, networks, and applications.
• Communicating with clients via email, chat, and phone to provide updates and resolve issues.
• Training junior members in the team on technologies and advanced troubleshooting.
• Root Cause Analysis & Knowledge Base:
• Documenting Root Cause Analyses (RCA) for recurring incidents and creating knowledge base articles to share solutions with internal teams and clients.
• Continuously improving knowledge base content and contributing to the creation of documentation to address common issues.
• Client Communication:
• Effectively communicating with clients, ensuring clear updates and timely resolutions for reported issues.
• Acting as a liaison between technical teams and clients to ensure a smooth support experience.
• On-Call & Shift Work:
• Participating in on-call support on a weekend rotational basis, ensuring systems remain operational during off-hours.
• Willingness to work in a rotational shift, providing flexibility for 24/7 support coverage.
• Problem-Solving & Troubleshooting:
• Demonstrating strong analytical and problem-solving skills, identifying the root causes of issues, and providing effective solutions.
• Proactively monitoring systems and escalating issues when necessary to minimize downtime.
• Collaboration & Teamwork:
• Collaborating with cross-functional teams (e.g., infrastructure, application development, and support) to resolve issues.
• Maintaining effective communication with internal and external teams, ensuring smooth handoffs and resolution of issues.
• Escalating issues as needed to Level III analysts or development teams for resolutions.

Required Skills/Qualifications:

• 3 years of experience in IT support, system administration, or a related field.
• Familiarity with ticketing systems such as ADO & Salesforce.
• Proficiency in Windows or Linux operating systems.
• Basic understanding of network protocols (TCP/IP, DNS, DHCP).
• Experience in web server management and associated troubleshooting.
• Basic knowledge of SQL (writing basic queries).
• PowerShell scripting skills for automation and troubleshooting.
• Familiarity with Microsoft Azure or Amazon Web Services (AWS) cloud platforms.
• Excellent communication and collaboration skills, with the ability to work effectively with clients and internal teams.
• Strong problem-solving and analytical skills to troubleshoot and resolve issues quickly.
• Ability to handle multiple tasks in a fast-paced, dynamic environment.
• Strong attention to detail and commitment to high-quality service delivery.
• Fluency in written and spoken English.

Preferred Skills/Qualifications:

• Understanding of virtualization technologies (e.g., VMware, Docker).
• Knowledge of CI/CD pipelines and automation tools.
• Familiarity with ITIL processes or frameworks.