Service Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver technical assistance to clients via phone, email, or chat.

• Record system configurations and resolve technical issues.

• Oversee system alerts and manage escalations.

• Operate RMM and monitoring tools.

• Manage backups and have a grasp of virtualization concepts.

⛳️ Requirements

• Knowledge and experience in a technical cloud-based MSP workspace and environment.

• Troubleshooting skills for various operating systems, including Windows, Linux, and Mac.

• Experience in server administration (2008, 2012, 2016, 2019).

• Proficient with Domain Controllers, Active Directory, DNS, and DHCP.

• Familiarity with RMM tools such as Kaseya, SolarWinds RMM, and Ninja.

• Knowledge of monitoring and alerting tools like Atera, NPM, SAM, DPA, PRTG, ManageEngine, Cacti, and Zabbix.

• Experience in configuring alerts and managing escalations (email, SMS, etc.).

• Proficient in backup solutions (SolarWinds, Acronis, Symantec, Veeam, Veritas, etc.).

• Understanding of virtualization concepts (KVM, Citrix, VMware ESXi, Hyper-V).

• Familiarity with Private, Public, and Hybrid cloud concepts (AWS, Azure, Google, O365, GSuite).

• Experience with OS patching and updating tools (SCCM, SCOM, WSUS, WDS).

• Knowledge of proxy gateways and firewalls (Cisco ASA, McAfee, Barracuda, PFSense, TMG Forefront).

• Understanding of networking concepts (Switching, Routing, TCP/IP, OSI, VLAN, etc.).

• Experience with Enterprise Antivirus Software (Sophos, TrendMicro).

• Good understanding of both software and hardware techniques for x86 virtualizations.

• Ability to analyze system logs and detect potential issues within computer systems.

• Communicate with clients through a series of actions, whether by phone, email, or chat, until their technical issue is resolved.

• Responsible for documenting system configurations accurately.

• Effectively juggle multiple tasks while managing competing priorities.

• A team player willing to contribute in any capacity to achieve team goals.

• Experience with Intune management.

• Knowledge of O365 Products and MS CSP Portal, including administering M365, licenses, tenants, subscriptions, and operational best practices.

🏝️ Benefits

• Opportunity to engage with our leadership team.

• Embrace challenges in your role.

• Celebrate achievements in a vibrant, fast-paced environment.

• Empower individuals to reach their fullest potential.