Senior Support Engineer

Organization Name: [Infinite Computer Solutions]
Job Type: Staff Augmentation (12-month contract, extendable) Base Location: HQ / Remote / Hybrid Experience: 5–8 Years Shift Timing: General Shift with on-call availability Prerequisite: Deep expertise in enterprise platforms and RCA practices Range of Year Experience - Min Year: 5 Range of Year Experience - Max Year: 8 years Relevant Experience: 5+ years in system engineering or platform support Role Summary:
We are hiring L3 Support Engineers with deep domain expertise to manage critical escalations, lead root cause analysis, and drive platform improvements. You’ll be the final escalation point for enterprise application and infrastructure issues and provide mentorship to lower tiers. Key Responsibilities:

• Own escalations for applications like SharePoint, Power BI, Project Server, O365, VPN.

• Drive RCA completion for P1/P2 incidents within 10–25 business days.

• Support changes, configurations, and enhancements (L2/L3 scope).

• Lead and contribute to CAB processes, technical audits, and platform reviews.

• Act as an SME for automation, scripting, and system health monitoring.

• Create and maintain knowledge base articles and documentation.

• Collaborate with application teams, DevOps, and vendors.

• Receive and respond to IT tickets via phone, email, chat, and self-service.

• Troubleshoot standard hardware/software issues (e.g., password resets, VPN, printers).

• Log, prioritize, and route incidents in ServiceNow with accurate details.

• Follow KB articles and troubleshooting scripts to provide first-contact resolution.

• Ensure SLA targets are met for response time, ticket closure, and escalations.

• Escalate unresolved issues to L1.5 or L2 with diagnostics included.

• Maintain high customer satisfaction and professionalism.
• Handle escalations from L1 – advanced OS/software/hardware/network troubleshooting.
• Support desktops, laptops, mobile devices (iOS/Android), printers, and peripherals.

• Execute IMAC (Installs, Moves, Adds, Changes) and PC refresh activities.

• Maintain and update asset inventory and ServiceNow records.

• Coordinate with field support, end users, and application teams.

• Assist with VPN setup, MFA, BitLocker, and remote access issues.

• Work closely with TechTrack/NexThink for proactive endpoint management.

• Bachelor’s in engineering, Computer Science, or equivalent.
• Advanced knowledge of Microsoft 365 stack, SharePoint (internal/external), AD/Azure AD.
• Proficient with scripting (PowerShell), automation, CI/CD tooling.
• Strong troubleshooting of enterprise-level networking, authentication, and integration issues.
• Experience leading incident response and coordinating resolution efforts.
• At least 4 years of experience in Patch and Vulnerability Management.
• Experience working on tools like SCCM, Manage Engine Endpoint Central and inTune.
• Experience in Windows Security updates as well as Application updates.
• Experience in SQL

• AI-driven predictive and self-healing automation.
• Zero-code framework for rapid automation deployment.
• Real-time visibility, anomaly detection, and root cause analysis.
• Scalable device management across PCs, tablets, smartphones, and more

• Familiarity with Jira, CAB governance, and platform monitoring tools.

• ITIL Intermediate or Microsoft Certified: Enterprise Administrator Expert.

• Experience with OIDC flows and identity providers (e.g., Keycloak, Azure AD).