Talent.com
This job offer is not available in your country.
L4 Support Engineer - Ticketing System

L4 Support Engineer - Ticketing System

Ladder of ChangesBangalore
30+ days ago
Job description

Key Responsibilities :

  • Perform 24x7 monitoring of Company's-owned MPC environments in Frankfurt, Vienna, and future sites like Barcelona and Osaka.
  • Identify and escalate critical alarms requiring root access to the standby support team in Germany.
  • Execute patching and maintenance tasks on MPC instances without root access, including Grafana -based monitoring.
  • Deliver 4th-level global backend support :
  • Receive and validate support tickets from MPC providers.
  • Ensure thorough pre-troubleshooting and log collection.
  • Support local MPC providers in issue resolution.
  • Coordinate escalations to Omnissa product backend support.
  • Manage platform patch installations and UAT validation.
  • Contribute to extending Omnissa runbooks based on real-case troubleshooting.
  • Support MPC provider certification and recertification processes.
  • During night shifts, contribute to :
  • Monitoring of SCHIFFL IT's hosted environments
  • UEM device testing and configuration documentation
  • Development of training and testing material for MPC qualification

Skills & Experience Required :

  • Strong self-learning ability and a methodical approach to problem-solving.
  • Ability to work independently, reliably, and communicate effectively.
  • Excellent English communication skills (written and verbal).
  • Readiness and ability to travel internationally, especially to Germany and within India.
  • Technical Expertise :

    Mandatory :

  • UEM Administration (preferably Workspace ONE experience including patching and device management)
  • Preferred :

  • Windows and / or Mac device management
  • Android / iOS device handling
  • Level 2 / 3 backend support (minimum 2 years), especially log file analysis
  • Basic Linux administration skills
  • Monitoring tools : Grafana, Loki, Prometheus
  • DevOps tools : Jenkins, HashiCorp Stack
  • ref : hirist.tech)

    Create a job alert for this search

    Engineer System • Bangalore