Senior Technical Support Engineer

We are
seeking an experienced Senior Technical Support Engineer to deliver
advanced -level IT support across hardware, software, networking, and
cybersecurity environments. Based in Chennai and supporting multiple branch
locations, you will serve as a technical escalation point for IT issues, mentor
junior engineers, own SLA compliance, and drive process improvements for our
cybersecurity and healthcare clients. This role is a key bridge between
frontline support and IT management.

• Advanced Technical Support & Escalation: Serve as the primary escalation point for complex hardware,
  software, networking, and cybersecurity issues, ensuring swift resolution
  and minimal business disruption for clients in healthcare and
  cybersecurity sectors.
  
• SLA Ownership & Performance Management: Own SLA compliance for all assigned tickets, monitor resolution
  timelines, conduct ticket audits, analyze metrics, and implement
  corrective actions to maintain high service standards.
  
• Mentoring & Knowledge Transfer: Guide and mentor junior IT support engineers, conduct
  knowledge -sharing sessions, review their work quality, and help build a
  collaborative, high -performance support culture.
  
• Cross -Location IT Coordination: Ensure consistent IT service delivery and clear communication
  across Chennai and branch offices; coordinate remote support and travel
  for on -site resolution as needed.
  
• Process Improvement & Documentation: Identify inefficiencies in support workflows and design SOPs,
  runbooks, and knowledge base articles to improve first -call resolution
  rates and reduce repeat incidents.
  

Requirements

1. ITSM Tools: Expertise
   in Freshservice and ManageEngine ServiceDesk Plus for incident, problem,
   change management, SLA tracking, and ticket prioritization; familiarity
   with ITIL processes.
   
2. Operating Systems: Advanced
   administration of Windows 10/11, Windows Server (2019/2022), Linux
   (Ubuntu/Kali), and macOS; OS deployment, patch management, and GPO
   configuration.
   
3. Networking: Strong
   proficiency in LAN/WAN troubleshooting, VLAN configuration, VPN management
   (Sophos VPN, FortiClient), TCP/IP, DNS, DHCP, Wi -Fi (Ruckus/Aruba), and
   basic routing/switching on Cisco/Fortinet devices.
   
4. Directory & Identity
   Management: Strong experience with Active Directory (user/group
   management, GPO, OU design), Azure AD/Entra ID, MFA configuration, SSO,
   and HRMS onboarding/offboarding integration (Darwinbox, Zoho People).
   
5. Cloud Platforms: Working
   knowledge of AWS (EC2, S3, VPC) or Azure for hybrid cloud environments.
   
6. Cybersecurity Tools: Hands -on
   experience with endpoint protection (Bitdefender, Microsoft Defender,
   CrowdStrike), firewall management (Fortigate/Sophos), VPN administration,
   and basic vulnerability scanning.
   
7. SLA & Ticketing: Skilled
   in SLA tracking, ticket prioritization, escalation management, and
   performance metrics reporting; experience generating daily/weekly
   operational reports.
   
8. Virtualization: Proficiency
   in VMware ESXi/vSphere and Hyper -V; VM provisioning, snapshot management,
   and troubleshooting virtualized server and desktop environments.
   
9. Project Management: Experience
   managing IT asset lifecycle (procurement, deployment, maintenance,
   retirement) using ManageEngine or Lansweeper; CCTV, NVR, NAS, printer, and
   server hardware support.
   
10. Automation & Scripting: Proficiency
    in PowerShell and/or Python for automating routine tasks: user
    provisioning, patch checks, log collection, and operational report
    generation.
    
11. HRMS Integration: Proficiency
    in Microsoft 365 (Exchange, SharePoint, Teams, OneDrive) and Google
    Workspace administration; IP telephony support (Zoom Phone, IP PBX,
    Teams).
    
12. Documentation &
    Communication: Ability to create detailed SOPs,
    knowledge base articles, network diagrams, user manuals, and RCA reports;
    strong verbal and written communication for cross -functional stakeholders.
    
13. Productivity Tools: Experience
    with backup solutions (Veeam, Acronis, Synology) for data protection;
    awareness of business continuity and disaster recovery planning processes.