Technical Support Engineer

What is the opportunity?

As a Technology Support Engineer within Technology Group, you will learn, grow, and contribute as part of a highly competent global team, supporting a leading-edge mixed cloud and on-premises environment. This role is accountable for maintaining the cloud applications and platforms as well as on-premises infrastructure for the organization. This role is responsible for identifying and resolving any issues in the domain delivering an excellent end-user experience. This role will be based in India Trivandrum, but will be working during PST hours (Pacific Time) to support Global operations. Reports to This role reports to the Manager, Systems and Technology.

What will you do?

• Perform implementation, administration and support responsibilities for cloud applications, platforms and systems including, but not limited to the below :
• Microsoft 365 o Microsoft Azure cloud / Microsoft End Point management / Intune / Windows and Linux technology stack / Active Directory o Atlassian products – Jira, Confluence o Network Administration (routers, firewalls, switches) / Security Patching & Vulnerability management / Backups and Restores / Maintain security, backup, and redundancy strategies o Provisioning of end users devices o Software distribution / Upgrades, repairs, and preventive maintenance on IT equipments / System security
• Provide Help Desk support, including: Provide support to end users experiencing hardware, software, and networking issues on-site or via remote-access systems. / Incident response and service request management / Research, diagnose, troubleshoot and identify solutions to resolve system issues / Collaborate well with stakeholders across the globe and within the team to ensure time-bound resolution of issues and service requests / Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams / Ensure proper recording, documentation, and closure of support tickets as per IT Service Management standards, adhering to SLA’s.
• Adhere to established Change Management process standards
• Participate in Team Meetings, Project Sprints, and other collaborations. • Work on complex technical projects in an Agile environment.
• End user training for employees
• Prepare user documentation, procedures, and relevant training materials.
• Assist in statistical data capture of key metrics for IT reporting
• Research and report on new technologies that would help the organization to meet new and ever-changing business goals and requirements.
• Proactive issue remediation and service mindset to maintain excellent end user experience

What do I need to succeed?

• Degree in Computer Science, Engineering or equivalent

• 2-3 years of proven working experience in the field of IT administration

• Sound knowledge in cloud concepts and working experience in at least one cloud platform, preferably Microsoft Azure

• Experience in administering Microsoft 365 suite of applications

• Solid experience with Infrastructure components (Compute, Storage, Networking, virtualization)

• Familiarity with Atlassian Jira and Confluence

• Excellent troubleshooting skills with experience in issue triaging and resolution as per ITSM standards
• Good interpersonal skills with excellent written and verbal communication skills
• A genuine passion for technology
• A love for helping people and solving problems
• An instinct to communicate and collaborate with others
• A desire to work hard, learn, and grow
• Ability to multi-task with strong attention to detail and follow-up skills
• Strong work ethic and flexible to take on varied responsibilities
• Must be willing to work on roaster based rotational shift to provide overlapping time zone support