Senior System Engineer

Specific Responsibilities :

• Second-Level Support :
• Providing support for application and infrastructure issues, ensuring timely resolution or escalation to the appropriate team.
• Troubleshooting and resolving common technical problems related to operating systems, networks, and applications.
• Communicating with clients via email, chat, and phone to provide updates and resolve issues.
• Training junior members in the team on technologies and advanced troubleshooting.
• Root Cause Analysis & Knowledge Base :
• Documenting Root Cause Analyses (RCA) for recurring incidents and creating knowledge base articles to share solutions with internal teams and clients.
• Continuously improving knowledge base content and contributing to the creation of documentation to address common issues.
• Client Communication :
• Effectively communicating with clients, ensuring clear updates and timely resolutions for reported issues.
• Acting as a liaison between technical teams and clients to ensure a smooth support experience.
• On-Call & Shift Work :
• Participating in on-call support on a weekend rotational basis, ensuring systems remain operational during off-hours.
• Willingness to work in a rotational shift, providing flexibility for 24 / 7 support coverage.
• Problem-Solving & Troubleshooting :
• Demonstrating strong analytical and problem-solving skills, identifying the root causes of issues, and providing effective solutions.
• Proactively monitoring systems and escalating issues when necessary to minimize downtime.
• Collaboration & Teamwork :
• Collaborating with cross-functional teams (e.g., infrastructure, application development, and support) to resolve issues.
• Maintaining effective communication with internal and external teams, ensuring smooth handoffs and resolution of issues.
• Escalating issues as needed to Level III analysts or development teams for resolutions.

Required Skills / Qualifications :

Preferred Skills / Qualifications :

Skills Required

VMware, Dhcp, Linux, Dns, Sql