Company Name : Analytix Business Solutions (US Based IT MNC)

Location : Ahmedabad (Work from Office)

Company at Glance : analytixit.com

Based in Ahmedabad, India, Analytix Business Solutions Pvt. Ltd. operates as a subsidiary of Analytix Solutions, LLC which is a single source business solutions provider and offers targeted, outsourced industry solutions, services and support for small to mid-sized companies in US. We customize a wide array of business solutions including IT services, Audio-visual services, Data management services & Finance and accounting services for small and mid-size companies across diverse industries. We partner with and offer our services to Restaurants, Dental services, Dunkin' Donuts franchises, Hotels, Veterinary services, and others including Start-ups from any other industry.

Our Team:
At Analytix, we believe in customer centricity, self-motivation, creativity, accountability, ownership, teamwork and integrity. Principles of self-organization in our Agile development teams along with a rapidly growing product makes this position a great opportunity for self-starters with no-excuses attitude, who are looking for a company where their initiative and contribution can lead to great growth and learning opportunities. Support Engineer Level 2

• Position Summary:
  The role of the Support Engineer Level 2 requires an exceptional individual who possesses the ability to support both the human and technical sides of technology. The Support Engineer Level 2 will rely on excellent client service, problem solving, and communication skills to provide helpdesk support to resolve most day-to-day issues. Success in this role requires a strong technical aptitude, and the ability to work well on a team. You must also be capable of working proactively and on your own initiative in carrying out day-to-day responsibilities.
  
  Key Responsibilities Area:
  
• Deliver remote helpdesk support through various channels, including phone, remote control, and ticketing system, addressing issues related to server and desktop software, hardware, and peripherals. Additionally, proactively maintain infrastructure and fulfill work requests.
• Establish and maintain close communication with clients until resolution of issues, ensuring a high level of customer satisfaction.
• Generate detailed work logs within our ticketing system, documenting the troubleshooting and resolution process.
• Handle Level 1 escalation issues, recognizing and addressing cases requiring a higher level of technical expertise. Escalate issues to the next level in a timely manner.
• Conduct proactive infrastructure monitoring to identify and resolve potential issues before they cause downtime.
• Execute technical support in accordance with documented procedures and contribute to ongoing improvements.
• Provide regular updates to the Senior System Administrator on common problems encountered, suggesting long-term solutions and improvements to mitigate future issues.
• Manage the monthly patch and upgrade process for servers and major line-of-business applications.
• Offer technical leadership and knowledge sharing to Level 1 support staff.
• Coordinate service requests with third-party technology providers as necessary.
• Participate in special projects as required and stay updated on new technologies and methodologies through ongoing training and vendor certification.
• Focus on Azure DevOps engineering, demonstrating a comprehensive understanding of various aspects of Azure, including its features, services, architecture, and management.
• Provide technical support for Azure Cloud services, addressing issues related to virtual machines, storage, networking, APP Services, Azure SQL Databases, and other Azure components.
• Collaborate with Azure-specific tools and services to optimize and troubleshoot cloud-based solutions.
• Utilize Terraform for infrastructure as code (IaC) to streamline deployments and manage resources in Azure.
• Apply scripting languages such as PowerShell for automation and efficient management of server and cloud environments.
• Bring expertise as an experienced DevOps Engineer, automating and optimizing comprehensive IT infrastructure processes to enhance efficiency and reliability in a dynamic IT environment.
  
  Prerequisites to hire
  • Open to work in rotational shift environment
  • Excellent command over English (Verbal & Written)
  • Flexible and willing to come on Weekends and Holidays if needed