Accops Looking for Sr. Systems Engineer – Technical support at Mumbai, Maharashtra Full Time

Education: BE/BTech/MCA/MTech (Preferably CS/IT)

Experience: 4 – 12 years | Location: Pune & Mumbai

Technical Skills Required

Mandatory:
Product and Application Support

Good experience in product and application support with sound knowledge of networking and IT Infrastructure

How typically big enterprise support product installation and upgrades are managed and how the patch management is done

Knowledge of Power-shell scripting, Linux shell scripting, and Python is add on

Windows / Linux System Administration

Expertise in Windows Administration (2003, 2008 / R2, 2012 / R2, 2016, 2019) or Linux System Administration (Red hat, Ubuntu, CentOS)

Strong skill sets of Windows Services and Linux Daemons

Knowledge in Mac operating systems

Hands on experience in implementing Group Policies & Active Directory Server Roles, Knowledge in ADFS, SAML, Certification services.

Manage and Troubleshoot AD environment, AD components, AD Roles & Functions

Good knowledge in different server roles (Webservers (IIS), DHCP servers, DNS, Remote Desktop services, FSMO, SCCM, SMTP)

Product installation, Upgrades and Patch Management

Networking

Strong fundamentals in networking

Hands on troubleshooting experiencing in Networking (Layer2 and Layer3)

Experience with firewalls, Internet VPN’s, IPSec tunneling

Remote implementation and troubleshooting

Good knowledge about different VPN technologies

Knowledge about TCP/IP, DNS, Proxy servers

Basic understanding of IPTables, TLS, SSL, netstat, nslookup

Tools and Expertise

Experience in debugging tools like Prefmon, Procmon, Process explorer, Resource monitor & Windows Sysinternal tools

Hands on experience on Windows Sysinternal Tools, TCP Dump / Wireshark trace analysis

Knowledge in TCPView & crash dump analysis knowledge

Experience on Wireshark, Nmap, http analyzer, Debug view etc. (add on)

Knowledge in VAPT analysis & Security (Desirable)

Security – Knowledge in TLS, SSL, Encryptions, PKI Concepts, Basic understanding about Vulnerability assessments and penetration tests

Knowledge of Power-shell scripting, Linux shell scripting and Python is add-on

Virtualization and Cloud

Expertise in Virtualization Technologies – VMWARE, Hyper-V or XenHypervisor

Cloud technology – understanding of Azure, AWS & GCP (or Certified)

Good to have

Knowledge in VDI (Citrix, Parallels, VMware Horizon), Nginx

Support Management and Tools knowledge

Knowledge of L1 and L2 Ticket tracking tools

Should be able to provide reports for any escalations, Root cause Analysis (RCA), Productivity reports

Role and Responsibilities:
Providing customer delight

Offering excellent technical support experience to customers

Good listener to customer, provide on time deliveries

Attending tickets and emails (Proactively involvement in escalations and make sure customer commitments are met)

Make sure support deliveries are under defined TATs and SLAs

Involve appropriate authorities when escalations are required·

Coordinate with Sr. System Administrators, SME (Subject Matter Expertise)

Cross-functional team discussions (QA – Quality Analysts, Security Analysts, Development team) – Ontime internal escalations

Adapt and implement new technologies related to Zero trust network & Virtualization verticals

Implementation and Configuration of Products on Cloud Technologies and On-prem virtualization environment

Provide solution documents, KB articles, Incident/Preliminary analysis Document & RCAs

Reproduce customer issues and if required, analyze the root cause; check and verify any viable solutions available other than development – such as creating scripts, simple solutions etc…

Documentations

Ready to learn and groom

Soft Skills Required

Mandatory:
Clarity of thought

Sincere

Proactive

Self-motivated

Logical bent of mind (Analytical)

Team player

Flexible/Adaptable

Good Communication skills (both written and verbal)

Desirable:
ITIL – Fundamentals (Certified)

Please email your resume to [email protected], including the link to your LinkedIn profile.