Lead - Desktop / DC Support Engineer L3

Provide advanced technical support, troubleshooting, and resolution of complex hardware, software, and network issues escalated from L1 support.

• Design, implement, and maintain data center hardware infrastructure to ensure high availability, performance, and efficiency.
• Install, upgrade, and troubleshoot IT systems including desktops, servers, network devices, and software applications.
• Manage and monitor IT infrastructure including LAN, WAN, wireless networks, and endpoint devices.
• Deliver technical assistance to end users, ensuring minimal downtime and fast issue resolution.
• Perform preventive maintenance, apply system updates, and ensure compliance with IT security policies.
• Continuously improve IT processes, explore automation opportunities, and maintain strong documentation.

Role & responsibilities

1. Technical Support & Troubleshooting:

• Resolve escalated tickets and complex technical issues involving software, hardware, and network related.
• Research, identify, and implement approrpiate solutions towards software and hardware-related problems.
• Install, configure, and manage software, hardware, and system updates to ensure efficient system performance.
• Technical knowledge on M365 products like MS-Teams, SharePoint, OneNote, MS-Outlook,...

2. Infrastructure & System Management:

• Maintain internal IT infrastructure, including desktops, laptops, routers, switches, printers, telephone systems, and servers.
• Provide support for LAN, WAN, and network segments to ensure seamless connectivity at DC and corporate office premesis.
• Deliver Data Center infrastructure support, including rack management, cabling, hardware troubleshooting, and overall DC operational oversee.

3. Incident & Problem Management:

• Lead the resolution of critical and high-priority incident ITSM tickets which are impacting business operations.
• Create Root Cause Analysis (RCA) for recurring incidents and implement preventive measures to avoid the reoccuring the incidents.
• Manage patching, vulnerability remediation, and system upgrades in compliance with organizational standard policies.

4. Service Delivery & ITSM Management:

• Oversee and ensure the end-to-end availability of IT services as per the organisational's service catalogue.
• Identify and document multi-partner involvement scenarios for Service Requests or Incidents.
• Develop, create template and work instructions across technical teams, ensuring task ownership, clear timelines, and SLA guidelines.
• Monitor ITSM ticket flows, maintain proper ownership, and publish operational reports for proper tickets management.
• Re-open and manage tickets as necessary towards the escalations and ensure timely resolution with respective stakeholders.

5. Process Improvement & Automation:

• Define validation steps for task handovers between technical teams and set notifications for SLA breaches.
• Automate routine and repetitive tasks using scripting (PowerShell, Bash, etc.) to enhance operational efficiency.
• Continuously drive service improvements by optimizing ITSM tools and workflows.

6. Collaboration & Communication:

• Lead inter-departmental coordination for seamless execution of complex service requests and incidents.
• Ensure timely and effective communication with end users on service status and issue resolutions.
• Manage stakeholders effectively, ensuring services expectations, accountability, and service excellence.
• Communicate and co-ordinate with vendors/OEMs for their application related issues.

7. End-User Experience & Service Quality:

• Maintaine the end-user satisfaction with minimal manual intervention.
• Collaboration across teams to eliminate non-value-added activities and deliver efficient, seamless IT services.

Preferred candidate profile

5-7 years of hands-on IT support and infrastructure experience.

Strong expertise in Windows, Linux, and Mac OS environments.

Proficient in Microsoft Office 365, Outlook, and other Microsoft productivity tools.

Experience in Internet VPN implementation, troubleshooting, and problem resolution for remote connectivity.

Working knowledge and hands-on experience with Proxy configuration and troubleshooting

1. Hands-on Experience:

Proficient in managing and troubleshooting Windows, Linux, and Mac OS environments.

2. IT Hardware:

Working knowledge of office automation products and computer peripherals such as printers and scanners.

3. Network Security:

Familiar with network security best practices and anti-virus programs to ensure system safety and compliance.

4. Hardware/Software Expertise:

Skilled in the installation, configuration, maintenance, and troubleshooting of both hardware and software systems.

Skills:

Excellent communication and interpersonal skills.

Strong documentation and organizational skills.

Scripting and automation skills (PowerShell, Bash).

Understanding of ITIL framework and service management processes.

Proficiency in managing Windows Server and Linux environments.

Expertise in Windows/Linux/Apple OS based systems.