Level 2 Service Desk Engineer

About the Role

We are seeking an experienced Level 2 Service Desk Engineer (IT Infrastructure & Systems Administrator) to join our Global ITSM Team. The ideal candidate will be responsible for managing and supporting enterprise IT infrastructure across on-premises, cloud, and hybrid environments. This includes server administration (Windows & Linux), virtualization platforms, monitoring tools, Salesforce administration, and ensuring high availability, security, and performance across business-critical systems.

Web Servers & Applications

• Configure, deploy, and maintain Tomcat and Nginx web servers.
• Support web application hosting, performance tuning, and troubleshooting.

Infrastructure Automation

• Develop, maintain, and optimize PowerShell and Bash scripts for automation.
• Enhance operational efficiency through reusable scripts and workflow automation.

Monitoring & Observability

• Administer and maintain tools such as DataDog, Dynatrace, and Zabbix.
• Ensure proper system metrics, alerting, and dashboard integrations.

Log Management

• Configure and maintain Log360 and Wazuh for centralized logging and compliance.
• Analyze logs to identify performance and security incidents.

Salesforce Administration

• Manage Salesforce users, permissions, and case workflows.
• Support automation, integrations, and data management activities.
• Perform backup and restoration using Commvault.

Microsoft Administration

• Administer Office 365, Exchange, Intune, and SharePoint environments.
• Manage compliance policies, device configurations, and access control.

Linux & Windows Administration

• Manage Linux servers (user management, patching, backups, troubleshooting).
• Administer Windows Server, Active Directory, and group policies.
• Conduct performance tuning, patch management, and security hardening.

Compliance & ITSM Processes

• Apply best practices in Change Management and Incident Management.
• Support ISO 27001 and SOC 2 audits and documentation processes.

Virtualization / Hypervisors

• Administer Proxmox VE, Proxmox Backup Server (PBS), Hyper-V, and VMware ESXi.
• Manage VMs, snapshots, and storage configurations.

Pega Platform Administration

• Handle Pega installations, upgrades, Constellation setup, and PDC monitoring.
• Apply hotfixes, manage user roles, perform framework deployments, and troubleshoot.

Hardware & Infrastructure Management

• Manage Dell iDRAC, Lenovo xClarity, Synology NAS, and SAN storage.
• Monitor hardware health, apply firmware updates, and ensure lifecycle compliance.

Project & Documentation

• Lead or support IT infrastructure projects with cross-functional collaboration.
• Coordinate with the L1 team and prepare SOPs and Runbooks for infrastructure operations.

Required Skills & Experience

• 23 years of experience in IT Infrastructure and Systems Administration.
• Strong understanding of networking, virtualization, and system management.
• Hands-on experience with Windows AD, Linux, Proxmox, Zabbix, and Pega.
• Excellent troubleshooting and problem-solving skills across platforms.
• Strong communication, documentation, and coordination skills.
• Ability to manage multiple technologies and projects simultaneously.
• Accepting of responsibility, accountability, ownership and a can-do attitude
• Out of the box thinking and systematic problem-solving skills

Soft Skills

• High emotional intelligence and professionalism in handling sensitive issues.
• Strong collaboration and stakeholder management skills.
• Curious, adaptable, and eager to learn new technologies.
• Excellent documentation skills with MS Word, PowerPoint and Excel, and knowledge on Visio will be an advantage