8 Advanced Troubleshooting Jobs

As an Analyst at AHEAD, you will be an essential member of the Managed Services team, providing daily system support for desktop hardware, operating systems, and applications. Your responsibilities will include troubleshooting system and end user problems, acting as the primary contact for customers, managing user accounts, and performing limited desktop maintenance. You will research and develop effective solutions in alignment with operational policies and information assurance requirements. Your daily tasks will involve taking client phone calls from the US and other countries, opening Incident or Request tickets, actively monitoring the ticket queue, and triaging and troubleshooting complex end user support issues. You will also be responsible for performing User Account Management (UAM) and Identity Access Management (IAM), escalating issues as needed, and investigating technical issues across a diverse range of datacenter and cloud technologies. To excel in this role, you should have at least 5 years of Help Desk/Service Desk experience, preferably at the enterprise level. Prior experience with G Suite / Google Workspace is mandatory. You must possess excellent troubleshooting and problem resolution skills, the ability to work independently when faced with new challenges, and the capability to determine the root cause of issues across various platforms. Proficiency in Windows 10/11 OS, Microsoft admin centers (365 Admin Center, Exchange Admin Center, Entra Admin Center, Intune Admin Center), and Azure Services (Privileged Identity Management, Azure Virtual Desktop, Compute Infrastructure) is essential. You should also have experience supporting Windows Server OS, Azure/M365, Partner Center, and other related technologies. In addition to technical skills, clear and concise communication, confidence in decision-making, and the ability to work with minimal guidance are key attributes for success in this role. Proficiency in English, both written and verbal, as well as the ability to understand technical documentation, are also required. At AHEAD, we prioritize diversity and inclusion, providing opportunities for growth through top-notch technologies, cross-department training, certifications, and continuous learning. Our comprehensive benefits package includes medical, dental, and vision insurance, 401(k), paid company holidays, parental and caregiver leave, and more. Join us at AHEAD to be part of a dynamic team that values diversity, innovation, and continuous development.,

For more than 40 years, Accelya has been your partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future. Whether we partner with IATA on industry-wide initiatives or enable digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in your hands so you can move further, faster. You will be responsible for providing second-line support for complex technical issues escalated from L1 support, including troubleshooting software, hardware, network, and system problems. Additionally, you will investigate and resolve service requests related to desktop/laptop configurations, software installations, operating systems, network connectivity, and other IT-related issues. Your duties will also involve assisting with the configuration, deployment, and installation of software and hardware, ensuring that all systems meet the organization's technical requirements and standards. In the event of unresolved or critical issues, you will escalate them to L3 support or other relevant technical teams while ensuring proper documentation of all troubleshooting steps and actions taken. You will provide remote support to end-users for troubleshooting and issue resolution using remote desktop tools and other IT support software. Furthermore, you will perform detailed root cause analysis of recurring technical issues, identifying and implementing solutions to prevent reoccurrence. Your collaboration skills will be put to use as you work closely with L1 support teams, IT infrastructure teams, and other departments to ensure efficient incident management and resolution. It is essential to maintain accurate and up-to-date records of incidents, including detailed descriptions of issues, solutions, and follow-up actions in the ticketing system (e.g., ServiceNow, JIRA). You will also provide guidance and training to L1 support team members on troubleshooting techniques, tools, and processes and contribute to knowledge base articles and documentation for internal use. Monitoring system performance and alerts, proactively identifying potential issues before they impact end-users, and providing feedback on processes, procedures, and tools for continuous improvement initiatives aimed at increasing the efficiency and effectiveness of the support team are also part of your responsibilities. To be successful in this role, you should have a Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience) along with 1-2 years of experience in IT support, troubleshooting, or a similar technical role. Strong knowledge of operating systems (Windows, macOS, Linux) and experience troubleshooting system performance, software issues, and networking problems are required. Familiarity with IT service management platforms (e.g., ServiceNow, JIRA) and ticketing systems is also essential. Excellent problem-solving and analytical skills, effective communication skills, organizational and time-management skills, as well as the ability to work well independently and as part of a team are crucial for this role. Preferred qualifications include IT certifications such as CompTIA A+, Microsoft Certified: Windows, Network+, or equivalent, experience with remote desktop and support tools, familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPN), and experience supporting cloud-based applications and services. Accelya offers an open culture and challenging opportunity to satisfy your intellectual needs, flexible working hours, a smart working environment with hybrid remote/office setup, work-life balance, and an excellent, dynamic, and multicultural environment. About Accelya: Accelya is a leading global software provider to the airline industry, powering 200+ airlines with an open, modular software platform that enables innovative airlines to drive growth, delight their customers, and take control of their retailing. Owned by Vista Equity Partners long-term perennial fund and with 2K+ employees based around 10 global offices, Accelya is trusted by industry leaders to deliver now and deliver for the future. The company's passenger, cargo, and industry platforms support airline retailing from offer to settlement, both above and below the wing. Accelya is proud to deliver leading-edge technologies to customers including through partnerships with AWS and through the pioneering NDC expertise of the Global Product teams. Accelya enables innovation-led growth for the airline industry and puts control back in the hands of airlines. If you are looking to be a part of shaping the future of the air transport industry, whether you're an industry veteran or someone with experience from other industries, Accelya is where your ambitions can become reality. Visit www.accelya.com for more information.,

As an Analyst at AHEAD, you will be an integral part of the Managed Services team, providing essential system support for desktop hardware, operating systems, and applications. Your role will involve handling daily tasks such as installation, modifications, troubleshooting system and end-user issues, and serving as the primary point of contact for customers regarding monitoring and job scheduling within the customer environment. You will also be responsible for managing user accounts, performing limited desktop maintenance, conducting research, and developing effective solutions while considering operational policies and information assurance requirements. Your responsibilities will include taking client phone calls from the US and other countries, opening Incident or Request tickets, actively monitoring the ticket queue to identify, classify, and respond to incidents and requests proactively. Additionally, you will triage and troubleshoot complex end-user support issues, act as an escalation resource for Level 1 support, execute first attempts to resolve customer calls, troubleshoot end-user hardware, operating systems, and remote access, and investigate technical issues across various datacenter and cloud technologies. You will also handle User Account Management tasks, including the creation/deletion of user accounts, password resets, and group membership management. It is essential to adhere to existing best practice guides, Standard Operating Procedures, and work instructions, detailed note-taking of troubleshooting steps, and fulfilling administrative duties to support Service Desk operations effectively. To excel in this role, you should possess at least 5 years (preferably 6+) of Help Desk/Service Desk experience, particularly at the enterprise level. Prior experience with G Suite/Google Workspace is mandatory, along with excellent troubleshooting and problem resolution skills. You should be able to think and act independently when faced with new or undocumented issues, determine the root cause of issues across different platforms, and be adept with Microsoft admin centers such as 365 Admin Center, Exchange Admin Center, and InTune Admin Center. Additionally, a working knowledge of Azure Services like Privileged Identity Management (PIM) and Azure Virtual Desktop is required, along with expertise in supporting Windows Server OS, Azure/M365, Exchange, SharePoint, OneDrive, Teams, and more. Furthermore, you must be a clear and concise communicator, confident in your abilities, and capable of performing tasks with minimal guidance. Proficiency in English, both written and verbal, and the ability to understand technical documentation such as Knowledgebase Articles (KBAs) and Standard Operation Procedures (SOPs) are essential. Experience with ServiceNow or similar ITSM/Ticketing platforms is also preferred. AHEAD values diversity, inclusivity, and continuous learning. With benefits such as Medical, Dental, and Vision Insurance, 401(k) options, paid company holidays, time off, parental and caregiver leave, and more, AHEAD provides a supportive and enriching work environment. Join us in driving digital transformation and fostering a culture of innovation and empowerment.,

As a Consultant Helpdesk at our Pune location, with 1-6 years of experience, you will play a crucial role in providing technical support and assistance to users. Your primary responsibilities will include serving as the initial point of contact for users facing hardware, software, and network-related issues, performing basic troubleshooting, documenting user interactions, and escalating complex problems to higher-level support teams when necessary. Your key responsibilities will include identifying and resolving technical difficulties faced by users, troubleshooting common problems like password resets and connectivity issues, accurately documenting user interactions in the ticketing system, and escalating complex issues to the appropriate support team. Additionally, you will be expected to provide excellent customer service by effectively communicating with users and empathetically addressing their concerns. As part of the Helpdesk L1.5 team, you will also be responsible for handling escalated issues that require advanced troubleshooting skills, utilizing specialized knowledge to resolve complex technical problems, collaborating with other IT teams for issue resolution, contributing to process improvement initiatives, and assisting in training L1 staff on new technologies and troubleshooting techniques. We are looking for candidates with a degree in information technology or a related field, along with previous experience in a helpdesk or technical support role. Strong communication, problem-solving, and organizational skills are essential for this role, and familiarity with ticketing systems and remote support tools would be advantageous. If you are an immediate joiner with excellent communication skills and the ability to provide top-notch technical support, we encourage you to share your resume with us at nsenthil.kumar@genpact.com with the subject "Technical Associate Helpdesk" and your notice period.,

For more than 40 years, Accelya has been your partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future. Whether partnering with IATA on industry-wide initiatives or enabling digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in your hands so you can move further, faster. You will be responsible for: - Providing advanced troubleshooting as second-line support for complex technical issues escalated from L1 support, including troubleshooting software, hardware, network, and system problems. - Investigating and resolving service requests related to desktop/laptop configurations, software installations, operating systems, network connectivity, and other IT-related issues. - Assisting with the configuration, deployment, and installation of software and hardware, ensuring that all systems meet the organizations technical requirements and standards. - Escalating unresolved or critical issues to L3 support or other relevant technical teams while ensuring proper documentation of all troubleshooting steps and actions taken. - Providing remote support to end-users for troubleshooting and issue resolution, using remote desktop tools and other IT support software. - Performing detailed root cause analysis of recurring technical issues, identifying and implementing solutions to prevent reoccurrence. - Collaborating with L1 support teams, IT infrastructure teams, and other departments to ensure efficient incident management and resolution. - Maintaining accurate and up-to-date records of incidents, including detailed descriptions of issues, solutions, and follow-up actions in the ticketing system (e.g., ServiceNow, JIRA). - Providing guidance and training to L1 support team members on troubleshooting techniques, tools, and processes. Contributing to knowledge base articles and documentation for internal use. - Monitoring system performance and alerts to proactively identify potential issues before they impact end-users, following established protocols. - Providing feedback on processes, procedures, and tools and contributing to continuous improvement initiatives aimed at increasing the efficiency and effectiveness of the support team. You should have: - A Bachelors degree in Information Technology, Computer Science, or a related field (or equivalent experience). - 1-2 years of experience in IT support, troubleshooting, or a similar technical role. - Strong knowledge of operating systems (Windows, macOS, Linux) and experience troubleshooting system performance, software issues, and networking problems. - Familiarity with IT service management platforms (e.g., ServiceNow, JIRA) and ticketing systems. - Excellent problem-solving and analytical skills with a methodical approach to diagnosing and resolving issues. - The ability to effectively communicate technical concepts to both technical and non-technical users. - Strong organizational and time-management skills, with the ability to handle multiple tickets and prioritize tasks effectively. - The ability to work well independently and as part of a team, collaborating with cross-functional teams as needed. - Strong attention to detail and documentation skills. Preferred qualifications include: - IT certifications such as CompTIA A+, Microsoft Certified: Windows, Network+, or equivalent. - Experience with remote desktop and remote support tools. - Familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPN). - Experience supporting cloud-based applications and services. Accelya offers an open culture and challenging opportunity to satisfy your intellectual needs, flexible working hours, smart working in a hybrid remote/office environment, work-life balance, and an excellent, dynamic, and multicultural environment. About Accelya: Accelya is a leading global software provider to the airline industry, powering 200+ airlines with an open, modular software platform that enables innovative airlines to drive growth, delight their customers, and take control of their retailing. Owned by Vista Equity Partners long-term perennial fund and with 2K+ employees based around 10 global offices, Accelya is trusted by industry leaders to deliver now and for the future. The company's passenger, cargo, and industry platforms support airline retailing from offer to settlement, both above and below the wing. Accelya is proud to deliver leading-edge technologies to customers including through its partnership with AWS and through the pioneering NDC expertise of its Global Product teams. Accelya enables innovation-led growth for the airline industry and puts control back in the hands of airlines. Visit www.accelya.com for more information.,

Your Role Day to day you will be acting as the product lead for SAS, Flexera, NDR and Solarwinds while managing a team of Lv1 and 2 analysts. Key Responsibilities: Quality assurance of incidents, service requests and change requests Attainment of SLAs, KPIs and associated reporting Ensure system/application alerts are acknowledged and actioned Appropriate escalation to STO management and leadership Oversight of patching, upgrades and configuration changes Manage high-priority incidents and requests related to file transfers Ensure strict compliance with audit controls and evidence requirements Lead advanced troubleshooting of complex file transfer issues and provide expert support to L1 and L2 team members Mentor and share advanced knowledge with L1 and L2 analysts Identify automation and optimization opportunities Experience: Working knowledge of networking concepts and protocols, including TCP/IP, DNS and firewalls Reporting using PowerBi, PowerPoint and Excel Bachelor's or Master's degree in Computer Science, Information Technology, or related field 10+ years of experience in a security operations role 2+ years of management / team leader experience. Proven demonstrable leadership and mentorship skills Expert troubleshooting capabilities Exceptional communication skills Y Your Role Day to day you will be acting as the product lead for SAS, Flexera, NDR and Solarwinds while managing a team of Lv1 and 2 analysts. Key Responsibilities: Quality assurance of incidents, service requests and change requests Attainment of SLAs, KPIs and associated reporting Ensure system/application alerts are acknowledged and actioned Appropriate escalation to STO management and leadership Oversight of patching, upgrades and configuration changes Manage high-priority incidents and requests related to file transfers Ensure strict compliance with audit controls and evidence requirements Lead advanced troubleshooting of complex file transfer issues and provide expert support to L1 and L2 team members Mentor and share advanced knowledge with L1 and L2 analysts Identify automation and optimization opportunities Experience: Working knowledge of networking concepts and protocols, including TCP/IP, DNS and firewalls Reporting using PowerBi, PowerPoint and Excel Bachelor's or Master's degree in Computer Science, Information Technology, or related field 10+ years of experience in a security operations role 2+ years of management / team leader experience. Proven demonstrable leadership and mentorship skills Expert troubleshooting capabilities Exceptional communication skills

Role & responsibilities Design and Deploy advanced Silver Peak SD-WAN solutions tailored to enterprise-scale environments. Serve as the highest level of escalation for Silver Peak-related incidents and performance issues. Utilize Silver Peak Unity EdgeConnect and Orchestrator for configuration, monitoring, and management. Lead end-to-end SD-WAN implementations , including planning, design, configuration, and post-deployment support. Optimize WAN performance with path conditioning , TCP acceleration , and QoS tuning . Design and support routing protocols, primarily BGP and OSPF , in Silver Peak environments. Implement and maintain traffic prioritization , bandwidth management , and application-level QoS . Mentor and guide engineers and architects in best practices, troubleshooting, and SD-WAN design strategy. Create and maintain detailed documentation on designs, configurations, and processes. Preferred candidate profile Proven experience designing and implementing Silver Peak SD-WAN solutions . In-depth knowledge of Silver Peak Unity EdgeConnect and Orchestrator . Hands-on experience in advanced troubleshooting for Silver Peak solutions. Strong background in WAN optimization , including TCP acceleration and path conditioning. Deep expertise in BGP , OSPF , and enterprise routing architectures. Solid understanding of Quality of Service (QoS) , including traffic shaping and prioritization. Experience mentoring engineers and leading technical teams. Excellent communication and documentation skills.

Deliver in-depth, instructor-led training for RHCSA, RHCE to individuals, corporate clients, and teams. Design and develop tailored course materials, including presentations, hands-on labs, and certification preparation guides. Provide practical examples and scenarios to demonstrate the real-world applications of Red Hat technologies. Offer expert guidance in system administration, advanced troubleshooting, and OpenShift deployment. Conduct workshops, boot camps, and certification review sessions for professional development. Mentor students in their preparation for certification exams by providing regular feedback and assessments. Staycurrent with the latest Red Hat technologies, releases, and industry best practices. Support students in troubleshooting lab environments, networking issues, and OpenShift cluster setups. Excellent communication, presentation, and leadership skills. Must Have RHCSA and RHCE Certificate