Senior - IT Engineer

Job Summary:

• Have strong hands-on experience across Windows, Linux, networking, cloud basics, and IT security.
• Can independently troubleshoot complex issues, perform deep-dive analysis, and prevent recurring incidents.
• Are confident in managing high-severity tickets, ensuring quick resolution, and minimizing downtime.
• Can guide, mentor, and review the work of junior engineers (Associate + Engineer roles).
• Enjoy taking ownership of IT projects, deployments, and automation tasks.

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Key Responsibilities:

Advanced Technical Support:

• Handle L2/L3 escalations for Windows, Linux, network, and cloud-related incidents.
• Perform complex troubleshooting on OS, hardware, user environment, endpoint security, network, and authentication issues.
• Analyze recurring problems, identify root causes, and recommend preventive solutions.

Server & Infrastructure Management:

• Design, operate, and support AWS-based infrastructure in line with AWS Well-Architected Framework principles, including security, reliability, performance efficiency, and cost optimization.
• Install, configure, and maintain Windows/Linux servers, services, and scheduled tasks.
• Perform patch management, OS upgrades, disk management, system hardening, and backup validation.
• Monitor infrastructure health, logs, alerts, and performance metrics using standard tools.

Network & Security:

• Troubleshoot LAN/WAN connectivity, DNS/DHCP issues, VPN, firewall rules, and routing.
• Support enforcement of security policies, identity/access management, endpoint protection, and compliance controls.
• Assist in vulnerability remediation and coordinate with security teams on audits.

Cloud & Virtualization:

• Manage routine cloud operations such as instance provisioning, storage management, user access, backups, and alert handling (AWS/Azure/GCP).
• Apply AWS best practices for availability, security, monitoring, and cost optimization while supporting cloud-hosted infrastructure.
• Support virtualization platforms such as VMware/Hyper-V, including VM provisioning and performance checks.

Security & Compliance:

• Ensure adherence to security policies, including antivirus updates and access controls.
• Support compliance with internal IT standards and audit requirements.

Mentoring & Process Governance:

• Mentor Associate Engineers and Engineers; review their tickets and ensure quality/resolution accuracy.
• Ensure compliance with ITIL processes for incident, problem, and change management.
• Improve team documentation, SOPs, BAU processes, asset logs, and knowledge base articles.

Project Contributions:

• Participate in IT infrastructure upgrades, migration projects, application rollouts, and onboarding of new tools.
• Coordinate with DevOps, Security, HR, and Project Management teams on cross-functional tasks.
• Take ownership of small to medium-scale IT initiatives with minimal supervision.

User Engagement & Communication:

• Act as a senior point of contact for escalations from users, team members, and stakeholders.
• Communicate updates clearly, proactively, and professionally.
• Ensure high customer satisfaction and continuous service improvement.

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Experience and Skills:

Technical Skills:

• Demonstrated deep expertise in either Windows or Linux at an L3 level, with the ability to act as the final escalation point for complex OS-level incidents.
• Solid understanding of network fundamentals: TCP/IP, VLANs, DNS, DHCP, routing, VPN.
• Proven experience handling L2/L3 escalations, infrastructure incidents, and root-cause analysis.
• Hands-on experience with remote management tools, endpoint management platforms, monitoring systems, and ticketing workflows.
• Good understanding of cybersecurity practices—endpoint protection, patch management, identity management, access controls, vulnerability remediation.
• Experience managing servers, VMs, cloud resources, backups, storage, and enterprise-grade IT systems.
• Ability to create, update, and improve SOPs, architecture diagrams, troubleshooting guides, and technical documentation.

Communication and Behavioral Skills:

• Strong communication and stakeholder-handling skills with the ability to explain complex technical issues to non-technical users.
• Ability to mentor, guide, and support junior engineers (Associate Engineer & Engineer levels).
• Strong ownership mindset, capable of independently driving incidents to closure and coordinating with cross-functional teams.
• Excellent task prioritization, time management, and ability to work under pressure during critical incidents.
• Strong customer service orientation with a focus on delivering consistent, high-quality technical support.
• Positive attitude, adaptability, and ability to lead by example in adhering to IT processes and best practices.

Preferred Skills:

• Scripting & Automation: Working knowledge of PowerShell, Bash, or Python to automate workflows, reporting, and system maintenance tasks.
• Virtualization & Cloud: Strong hands-on experience with AWS services including EC2, IAM, VPC, Security Groups, CloudWatch, backups, and basic cost monitoring. Candidate must hold AWS Certified Solutions Architect – Associate certification and be able to apply AWS best practices for availability, security, and scalability in real environments.
• ITIL/ITSM Practices: Good understanding of incident, problem, and change management with experience participating in RCA and preventive action planning.
• Monitoring Tools: Experience with advanced monitoring and alerting tools (Nagios, Zabbix, Grafana, CloudWatch, or similar).
• Backup & DR: Strong experience with backup solutions, snapshot management, disaster recovery procedures, and failover testing.
• Hardware Expertise: Ability to diagnose and resolve server, network device, and endpoint hardware issues at an advanced level.
• Project Support: Experience contributing to IT infrastructure upgrades, migration projects, security enhancements, or automation initiatives.
• Process Improvement: Ability to identify gaps in IT workflows and recommend improvements.

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or equivalent practical experience.
• 6–8 years of progressive experience in IT support, system administration, or infrastructure management.
• Proven expertise working with both Windows and Linux environments in a production setting.
• Experience handling L2/L3 escalations and managing medium-to-high complexity incidents.
• Strong knowledge of Microsoft 365, email systems, directory services, and enterprise IT tools.
• Mandatory Certifications:
  • AWS Certified Solutions Architect – Associate (mandatory)
• Relevant certifications preferred:
  • CompTIA Network+ / Security+
  • Microsoft MD-100 / MD-101 or AZ-900
  • ITIL Foundation
  • Linux+/RHCSA (optional but beneficial)
• Excellent verbal and written communication skills, with strong documentation discipline.

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WHAT’S IN IT FOR YOU?

Professional Growth & Learning:

• Opportunity to work with diverse technologies across Windows and Linux environments.
• Access to training and certifications to enhance your technical skills and career progression.

Impactful Role:

• Play a critical part in ensuring smooth IT operations and excellent internal customer experience.
• Gain exposure to ITIL-based processes and enterprise-level infrastructure.

Collaborative Culture:

• Work in a supportive team environment that values knowledge sharing and continuous improvement.
• Engage with colleagues across departments, building strong professional relationships.

Career Advancement:

• Clear growth path into senior technical roles or IT leadership positions as you demonstrate expertise and initiative.

Employee Benefits:

• Competitive Compensation: Attractive salary package with performance bonus.
• Health & Wellness: Medical insurance.
• Paid Time Off: Generous leave policy including vacation, and holidays.
• Retirement Benefits: PF, and Gratuity.
• Employee Engagement: Regular team events, recognition programs, and a collaborative culture that values your contributions.