Website:
sq1.security
Job details:
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.
Cybersecurity & Compliance Support: Collaborate with cybersecurity teams on endpoint protection, firewall management, VPN administration, and compliance activities aligned with GDPR, HIPAA, and ISO 27001 standards.
Requirements
- ITSM Tools: Expertise in Freshservice and ManageEngine ServiceDesk Plus for incident, problem, change management, SLA tracking, and ticket prioritization; familiarity with ITIL processes.
- Operating Systems: Advanced administration of Windows 10/11, Windows Server (2019/2022), Linux (Ubuntu/Kali), and macOS; OS deployment, patch management, and GPO configuration.
- 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.
- 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).
- Cloud Platforms: Working knowledge of AWS (EC2, S3, VPC) or Azure for hybrid cloud environments.
- Cybersecurity Tools: Hands-on experience with endpoint protection (Bitdefender, Microsoft Defender, CrowdStrike), firewall management (Fortigate/Sophos), VPN administration, and basic vulnerability scanning.
- SLA & Ticketing: Skilled in SLA tracking, ticket prioritization, escalation management, and performance metrics reporting; experience generating daily/weekly operational reports.
- Virtualization: Proficiency in VMware ESXi/vSphere and Hyper-V; VM provisioning, snapshot management, and troubleshooting virtualized server and desktop environments.
- Project Management: Experience managing IT asset lifecycle (procurement, deployment, maintenance, retirement) using ManageEngine or Lansweeper; CCTV, NVR, NAS, printer, and server hardware support.
- Automation & Scripting: Proficiency in PowerShell and/or Python for automating routine tasks: user provisioning, patch checks, log collection, and operational report generation.
- HRMS Integration: Proficiency in Microsoft 365 (Exchange, SharePoint, Teams, OneDrive) and Google Workspace administration; IP telephony support (Zoom Phone, IP PBX, Teams).
- 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.
- Productivity Tools: Experience with backup solutions (Veeam, Acronis, Synology) for data protection; awareness of business continuity and disaster recovery planning processes.
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