IT Engineer

As a Production Support IT Support Engineer at Callifony, a leading business communication platform, you will be responsible for providing 24/7 expert technical support and consultation for Windows-based operating systems. Your role will involve significant experience with DNS, Web applications, Emailing systems, IIS, Database Administration, Desk/C panel, and other web control panels. You will conduct and coordinate the analysis, planning, and implementation of systems software and/or hardware. Additionally, you will define systems hardware and/or hardware requirements, determine systems specifications and/or customizations, and identify and resolve highly complex problems. You will also provide direction and guidance to less experienced staff. **Key Responsibilities:** - Manage multiple database, http, ftp, and mail servers - Install, configure, maintain, and upgrade server software - Install and configure off-the-shelf applications - Oversee security issues and backup plans - Support and maintain legacy platforms - Acquire new platforms as needed - Develop and refine support team escalation procedures - Work towards platform hardware/software standardization - Bridge web and in-house hardware - Report on the current and projected status of all platforms - Interact with in-house staff and management as well as outside consultants, vendors, and support teams - Participate in long-term strategic decision-making regarding web activities - Take ownership of technical issues and work with the development group to resolve more advanced issues when necessary **Additional Responsibilities:** - Resolve escalated customer complaints without the need for team lead intervention - Document troubleshooting and problem resolution steps - Participate in providing training to customers as required - Support internal/external IT-related issues - Work with a team to automate management tasks, streamline processes, and perform standard administration functions as needed - Perform additional duties as assigned by management **Technical Experience:** - Proven work experience in a technical support role - Hands-on experience with Windows Desktop & Server + Linux OS environments - Hands-on experience with Firewalls & VPN Configuration - Hands-on experience with VMware Virtualized Environments - Good understanding of computer systems, mobile devices, and other tech products - Ability to diagnose and troubleshoot basic technical issues - Familiarity with remote desktop applications and help desk software - Excellent problem-solving and communication skills - Ability to provide step-by-step technical help, both written and verbal - BS degree in Information Technology, Computer Science, or relevant field - Additional certification in Microsoft, Linux, Fortinet, SonicWALL, VMware, or similar technologies is a plus - Significant experience managing web servers, ftp servers, mail servers, name servers - Primary experience with Microsoft WinServer 2003/2008 greatly preferred - Significant experience with IIS (preferred) or alternatively Apache; key protocols (ftp, smtp, rdp, http, https, tcp/ip, etc.); remote hardware administration (stats, backup, real-time monitoring); cron jobs; mime types (varied); DNS - Experience with server performance issues, including load splitting/balancing, performance tuning, SCSI/RAID/SATA, and network connectivity - Knowledge of security issues, web administration, parallel and mirror sites; user permissioning schemes all in a Microsoft server environment preferred - Familiarity with database administration MSSQL/MySQL - 2+ years working professionally in a comparable position and/or significant record of related academic accomplishment **Skills:** - The ability to think logically - A good memory of how software and operating systems work - Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution - The ability to work well in a team - Problem-solving skills - A strong customer focus - The ability to prioritize your workload - Attention to detail This role is based in Thane and is a full-time position in the Engineering department, requiring 3-4 years of experience. As a Production Support IT Support Engineer at Callifony, a leading business communication platform, you will be responsible for providing 24/7 expert technical support and consultation for Windows-based operating systems. Your role will involve significant experience with DNS, Web applications, Emailing systems, IIS, Database Administration, Desk/C panel, and other web control panels. You will conduct and coordinate the analysis, planning, and implementation of systems software and/or hardware. Additionally, you will define systems hardware and/or hardware requirements, determine systems specifications and/or customizations, and identify and resolve highly complex problems. You will also provide direction and guidance to less experi