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Support & Infrastructure Engineer

Redcentric Solutions Private Limited

4 – 6 yrs Hyderabad / Secunderabad

Job Description:

We are currently looking for experienced support Engineers at a 2nd/3rd line level to join our dynamic and varied Technical Services department. This position will involve regular 2nd Line and occasional 3rd line support to our external customers, utilising ITIL best practice and strict SLA targets. Support will be achieved by remote access and telephone communication to our customers end users. Technical support will primarily involve Incidents relating to Windows server based networks, covering server operating systems, SANs, network hardware, Citrix application delivery and VMware virtualisation. The will also be a need to undertake occasional Service Requests, such as creating/editing/disabling Active Directory user accounts or Distribution Lists.

The role will also require routine IT infrastructure work including scheduled patch installation for Windows server operating systems, VMware/ESX environments, Citrix, Microsoft Exchange. We will also regular checking of customer backup jobs, our proactive network and server monitoring alerts and assisting with completing monthly technical checklists.

Candidates will require excellent technical troubleshooting skills, practical experience of managing and supporting Windows Server and virtual infrastructure networks. Candidates for this role must also have exceptional customer service, excellent written and clearly spoken English. Technical qualifications to demonstrate your experience and skills will be highly desirable.

Salary: Not Disclosed by Recruiter
Industry:BPO / Call Centre / ITES
Functional Area:ITES , BPO , KPO , LPO , Customer Service , Operations
Role Category:Voice
Role:Associate/Senior Associate -(Technical}


Wintel Admin VmWare Backup Symantec Veeam Storage Disaster Recovery DR monitoring tools ITIL Framework IT Service Delivery Active Directory Exchange DNS DHCP Centralised Anti – virus solutions

Desired Candidate Profile:


UG: Any Graduate – Any Specialization, Graduation Not Required
PG:Any Postgraduate – Any Specialization, Post Graduation Not Required
Doctorate:Any Doctorate – Any Specialization, Doctorate Not Required

Minimum of 4 years recent employment in a customer facing technical support role, from a managed service provider environment.
Experience of working to at least a 2nd line support level working to strict SLA targets for response and resolution.
Working experience of ITIL best practice within a technical support environment.
Must have experience of server operating system patching and associated best practices.
Excellent verbal and written English communication skills.
Ability to work under pressure, multitask and organise priorities work to tight timescales.
Ability to take ownership of issues and proactively identify potential improvements to customer IT systems.
Must be team focussed, willing to assist colleagues but able to work independently to own initiatives.
Must be very organised, personable and confident with excellent customer service skills.
Able to explain technical problems in a non-complex way to non-technical people and senior management.
Must hold at least one major vendor technical qualification, such as MCITP Server 2008, MCSA Server 2012, Citrix XenApp 6.5 CCA, VMware VCP5.x attained in the last 12 months. Candidates able to demonstrate commitment to current study towards certification may be considered.
Ability to demonstrate strong technical troubleshooting skills.
Ability to demonstrate extensive experience of supporting and managing the following:
Windows Server 2008, 2012 Operating Systems.
Active Directory, DNS & DHCP.
Firewalls, routers & switches, vLans configuration
Citrix XenApp & Terminal Services
Windows Desktop OS: 7, 8.1
Thin Client device management and configuration
Backup solutions, specifically Symantec Backup Exec & Veeam
Security products: Centralised AntiVirus, Web & Email filtering
Exchange Server and troubleshooting mail flow issues
Exchange Active Sync for IOS/Android devices
VMware vSphere virtualisation platforms
Datacentre co-located IT systems
Experience of using and configuring RMM tools such as Kaseya or PRTG
Server, SAN & switch hardware and software configuration.

Company Profile:

Redcentric Solutions Private Limited
Redcentric is a fast growing IT services and solutions business. Redcentric is a leading provider of network based end to end managed services, technology and infrastructure solutions. Redcentric is a significant ISP and provider of network services, with a core MPLS network, metro networks, dual network operations centres, pre-staging & pre-termination facilities and a logistics centre. The group prides itself on the quality of its service which leads to strong client relationships and high retention rates.

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