Technical Support Engineer

Job Overview:

We are seeking a skilled Mid-Level Technical Support Engineer with 46 years of experience in RCM, healthcare, or BPO-oriented organizations. Based in Chennai, you will provide expert support and troubleshooting for IT infrastructure, ensuring seamless service delivery and SLA compliance for our cybersecurity and healthcare clients. Candidates must be willing to work in rotational shifts.

Key Responsibilities:

• Technical Support & Troubleshooting

  : Provide hands-on support and resolve IT issues related to systems, networks, and applications in healthcare, RCM, or BPO environments.

• SLA Compliance

  : Monitor and adhere to Service Level Agreements (SLAs), prioritizing ticket resolution and maintaining high service standards for clients.

• Performance Monitoring

  : Track performance metrics, conduct ticket audits, and analyze data to support continuous improvement in service delivery.

• Cross-Location Coordination

  : Assist in ensuring consistent service delivery and effective communication across Chennai and other branch locations.

• Client Collaboration

  : Work with cybersecurity and healthcare teams to align support services with business objectives and compliance requirements.

• Process Support

  : Contribute to the design and implementation of processes to enhance operational efficiency and scalability.

Required Skills/Technologies/Tools

• ITSM Tools

  : Proficiency in Freshservice or ManageEngine ServiceDesk Plus for incident, problem, and change management.

• Operating Systems

  : Experience with administration of Windows Server (2019/2022), Linux, and macOS, including troubleshooting.

• Networking

  : Knowledge of LAN/WAN configuration, VLAN segmentation, VPN management (Sophos VPN, FortiClient, AWS Client VPN), TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting.

• Directory & Identity Management

  : Familiarity with Active Directory (user/group management), Azure AD/Entra ID, and Group Policy.

• Cloud Platforms

  : Basic knowledge of AWS (EC2, S3, VPC) or Azure for hybrid environments.

• Cybersecurity Tools

  : Experience with endpoint security (CrowdStrike, Bitdefender, Microsoft Defender).

• SLA & Ticketing

  : Skills in SLA tracking, ticket prioritization, and metrics reporting using ITSM platforms.

• Virtualization

  : Familiarity with VMware vSphere or Hyper-V for troubleshooting virtual environments.

• Automation & Scripting

  : Basic skills in PowerShell, Python, or Bash for automating tasks.

• HRMS Integration

  : Experience with IT onboarding/offboarding and integration with HRMS platforms (e.g., Darwinbox, Zoho People).

• Documentation & Communication

  : Ability to create SOPs, knowledge base articles, and engage stakeholders effectively.

• Productivity Tools

  : Proficiency in Microsoft 365, Google Workspace, and IP telephony systems (e.g., Teams, Zoom Phone).

Good to have Technologies/Tools

• Monitoring Tools

  : Familiarity with Zabbix, Nagios, or SolarWinds for infrastructure monitoring.

• DevOps Tools

  : Basic knowledge of CI/CD pipelines (Jenkins) or containerization (Docker).

• IT Asset Management

  : Experience with tools like Lansweeper for asset tracking.

• Backup & Recovery

  : Knowledge of Veeam or Acronis for data backup.

• Zero Trust Security

  : Understanding of zero trust frameworks (e.g., Zscaler).

• Collaboration Platforms

  : Proficiency in Slack, Microsoft Teams, or Confluence.

• Compliance Frameworks

  : Awareness of GDPR, HIPAA, or ISO 27001.

• Certifications

  : Certifications such as MCA, CompTIA A+, or Network+ are a plus.