System Engineer(WINTEL)

• Good knowledge in Windows System Administration

(Including installation, configuration, maintain and monitor windows servers - 2003, 2008 / R2, 2012 / R2, 2016, 2019)

• Basic knowledge of Linux & Mac operating systems
• Provide and manage Windows server administration, within an AD environment. Good knowledge of Active Directory, AD components, AD Roles & Functions. Hands-on experience of applying Group Policies
• Good knowledge in different server roles (Webservers (IIS), DHCP servers, DNS, Remote Desktop services, FSMO, SCCM, SMTP)
• Work experience in client-side operating systems Win7, Win8, Win10.
• Product installation, Upgrades and Patch Management

Networking

• Strong Fundamentals in Networking and Network Infrastructure
• Hands-on experience on Networking, Routing and Switching
• Experience with firewalls, Internet VPN s remote implementation, troubleshooting and problem resolution
• Good knowledge about different VPN technologies
• Knowledge about TCP/IP, DNS, Proxy servers
• Basic understanding of IPTables, TLS, SSL
• Knowledge about security software such as DLP, firewalls (End point security are add-on)

Tools and Expectations

• Basic knowledge in tools like Procmon, Resource monitor & Windows Sysinternal tools
• Basic knowledge and experience on Wireshark, Nmap, http analyzer, Debug view etc. (add on)
• Knowledge in VAPT analysis & Security (Basic understanding about Vulnerability assessments and penetration tests) - Desirable
• Security - Knowledge in TLS, SSL, Encryptions, PKI Concepts
• Knowledge of Power-shell scripting, Linux shell scripting and Python are add-on

Good to have:

• Prior experience in supporting ticketing tools and process
• Experience in documentation
• Basic knowledge in Virtualization VMWARE, Hyper-V
• Cloud technology - Basic understanding of Azure, AWS & GCP (or Certified)
• ITIL Fundamentals

Support Management and Tools knowledge

• knowledge of L1 and L2 Ticket tracking tools
• Should be able to provide reports for any escalations, Root cause Analysis (RCA), Productivity reports.

Soft Skills Required

Mandatory:

• Clarity of thoughts
• Sincere & Proactive
• Self-motivated
• Logical bent of mind (Analytical)
• Team player
• Flexible/adaptable
• Strong communication skills (both written and verbal)

Role and Responsibilities:

• Providing customer delight
• Offering excellent technical support experience to customers
• Good listener to customer, provide on time deliveries
• Attending tickets and emails (Proactively involvement in escalations and make sure customer commitments are met)
• Make sure support deliveries are under defined TATs and SLAs
• Involve appropriate authorities when escalations are required
• Coordinate with SME (Subject Matter Expertise)
• Cross-functional team discussions (QA Quality Analysts, Security Analysts, Development team) - Ontime internal escalations
• Adapt and implement new technologies and understanding of the Product base at Skillmine Product vertical
• Implementation and Configuration of Products on Cloud Technologies and On-prem virtualization environment
• Provide solution documents, KB articles, Incident/Preliminary analysis Document & RCAs
• Reproduce customer issues and if required, analyze the root cause; check and verify any viable solutions available other than development such as creating scripts, simple solutions etc...
• Documentations