Senior Information Technology Support Engineer

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.