Senior Information Technology Support Engineer

5 years

0 Lacs

Posted:1 week ago| Platform: Linkedin logo

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Work Mode

Remote

Job Type

Contractual

Job Description

Offshore Tier 3 Support Engineer (Financial Domain)

Location:

Engagement:

Reporting To:

Domain:


Overview


Tier 3 Support Engineer


Key Responsibilities



1. Advanced Incident & Problem Resolution


  • Resolve escalated incidents (Tier 3) via Jira Service Management involving complex application (

    PeopleSoft, Concur, Blackline, SailPoint, UC4

    ), infrastructure, and security issues.
  • Conduct deep-dive diagnostics for challenging technical problems, including RDP failures, application crashes, network latency, and server/hardware faults, utilizing remote sessions, log analysis, and performance monitoring tools.


2. Infrastructure & System Administration


  • Administer and support

    Windows Server

    and

    Linux

    workloads across

    AWS EC2

    and hybrid environments.
  • Provide robust support for core networking services:

    Active Directory, DNS, and DHCP

    .
  • Assist with network troubleshooting, including firewall rule validation.
  • Execute and monitor system and application patching processes.


3. Application, Access Management, & Automation


  • Perform provisioning and de-provisioning of user accounts in enterprise applications (

    PeopleSoft, Concur, AuditBoard, Workiva, Blackline

    ). Manage

    Active Directory

    and

    Entra

    group memberships, ensuring compliance with audit requirements.
  • Initiate and monitor

    UC4 batch jobs

    , and troubleshoot any issues related to stuck or failed batch processes.
  • Support

    RPA systems automation

    , including asset updates and trigger management.
  • Develop and run automation scripts using

    PowerShell, Bash, or Python

    to reduce recurring manual support tasks.


4. Security, Compliance, & Collaboration


  • Ensure strict compliance with internal audit,

    data governance standards

    , and financial regulatory requirements.
  • Communicate effectively with onshore teams across time zones using tools like

    Jira, Slack, Teams, and email

    .
  • Create and maintain comprehensive technical documentation, resolutions, and knowledge base articles.
  • Provide technical mentorship and guidance to Tier 1 and Tier 2 support staff.


Required Skill Sets & Experience



  1. 5+ years

    in enterprise IT support, with a minimum of

    2 years

    in a Tier 3 or escalation-focused role.
  2. Jira, ServiceNow, Microsoft 365

    administration.
  3. Strong troubleshooting

    across Windows/macOS, network (TCP/IP), and application layers.
  4. Identity/Access: Active Directory

    (including Group Policy),

    Entra ID

    (Azure AD),

    SSO/SAML

    configurations.
  5. Endpoint Management:

    Hands-on experience with

    SCCM, Intune, and JAMF

    .
  6. IT Processes:

    Proficiency in

    ITIL processes

    and formal change management procedures.
  7. Scripting:

    Practical experience with automation scripting, particularly

    PowerShell, Bash, Python

    , or infrastructure-as-code tools like

    Terraform/Ansible

    .
  8. Communication: Excellent

    written and verbal English communication skills.


Preferred Qualifications & Certifications


  • Certifications: ITIL Foundation:

    (mandatory for contract renewal consideration),

    Microsoft Certified: Azure Administrator

    , or

    CompTIA Security+

    .
  • Domain Experience:

    Prior experience supporting

    regulated financial systems

    and compliance workflows.
  • Cloud/Infra:

    Experience with public cloud platforms (

    AWS

    or

    Azure

    ), and monitoring tools.


Work Schedule


5:30 AM to 5:30 PM IST (corresponding to 8:00 PM – 8:00 AM CST)


We are an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and contractors. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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