System Engineer /Platform Engineer- L2/L3|| Oreta- Australian org.

Job Description

About Role: Are you passionate about technology and keen on being part of a dynamic team at the forefront of cloud and platform engineering? Oreta, a leading Australian organization, is looking for a talented Cloud/Platform Engineer/System Engineer (L2) to join our innovative team based in Chandigarh/Mohali- India . In this role, youll work with cutting-edge tools and technologies, solving complex problems, and delivering exceptional IT solutions for our clients. You'll be empowered to learn, thrive, and grow in a collaborative environment that values innovation and teamwork. The successful candidate will need to be able to handle a broad range of technical and customer service challenges, while working collaboratively with other teams to ensure the highest level of service quality and customer satisfaction. Responsibilities Assist in the design, implementation, and maintenance of our platform and cloud infrastructure. Collaborate with cross-functional teams to troubleshoot and resolve technical issues. Conduct triage on incidents, ensuring prompt identification and resolution of problems. Monitor and optimize system performance, ensuring high availability and scalability. Participate in the development and implementation of new features and enhancements. Provide second-level technical support to customers via phone, email, and chat, ensuring timely resolution of customer issues. Attain a high percentage of First Call Resolution tickets. Manage service levels (SLAs), monitor response times, and escalate issues as needed to meet service level objectives. Create and maintain Knowledge Base Articles (KBAs) to improve the resolution time of common issues. Document all customer interactions accurately and thoroughly in our service desk ticketing system. Follow established procedures and protocols for troubleshooting and resolving customer issues. Actively participate in team meetings and training sessions to stay up to date on new products and services. Identify opportunities to improve processes and procedures, and work with management to implement changes. Maintain a positive, customer-focused attitude at all times, even in challenging situations. Work collaboratively with other team members and support teams to ensure the highest level of customer service and technical support. Monitor and respond to alerts generated by monitoring systems, ensuring timely resolution of any issues. Provide proactive updates to customers on the status of their tickets and follow up with them as needed to ensure their issues are fully resolved. Identify trends and patterns in customer issues, and work with support teams to address underlying issues and improve overall service quality. May be required to participate in on-call rotations to provide after-hours support to customers as needed on occasion. Contribute to process improvement initiatives, and work with management to implement changes to improve service quality and efficiency. Provide training and mentoring to junior team members to help them develop their technical skills and provide high-quality customer service. Maintain a high level of professionalism and positive attitude and always represent the organization in a positive and professional manner. Participate in incident response and problem management activities, working closely with other teams to investigate and resolve complex technical issues. Configure and troubleshoot hardware devices and provide technical support to users. Essential Criteria Bachelors degree in computer science or related field Minimum 2 years in Server Administration environment Proven experience in triage, with the ability to quickly identify and resolve technical issues. Solid understanding of cloud platforms such as AWS, Azure, or Google Cloud. Experience with troubleshooting and technical support the following technologies Technical expertise and experience supporting Server infrastructure; Private Cloud / Public Cloud IaaS, PaaS, Hypervisors, Microsoft Server Operating System, Linux, End User / Modern Workplace Management and support; Microsoft Intune (EndPoint Manager), Windows / MAC Operating Systems, Office 365, Common off the Shelf Software (COTS) Server Platforms / Applications; Microsoft Exchange Server, Microsoft SQL Server, Azure Virtual Desktop, Citrix Server Strong customer service skills, with the ability to communicate technical information to non-technical customers Understanding of Service Desk processes and ideally ticketing systems (e.g. ConnectWise) Strong problem-solving and troubleshooting skills Ability to work independently and as part of a team Excellent communication and interpersonal skills Flexible schedule, with the ability to work evenings, weekends, and holidays as needed - rotating roster Ability to multitask and prioritize in a fast-paced environment Strong team player, with the ability to work collaboratively with other team members and support teams Benefits and Perks Oreta takes pride in providing a service of excellence to our customers and looking after our employees who enable our business to succeed. The successful applicant will enjoy working in the Chandigarh highly driven team members (the Oreos), where ideas are always welcome and ongoing training and development is strongly encouraged. Employees are rewarded with monthly team events, Employee of the Month, just to name a few of the perks.