IT Support Engineer

CloudifyOps is seeking a talented Senior IT Support Engineer to join our dynamic IT team. The ideal candidate will be responsible for implementing and managing organizational infrastructure to support our growing business needs. If you are passionate about IT & cloud technologies and have a strong background in system administration, we want to hear from you!

Responsibility:

Expert technical support for Microsoft and Google Workspace (formerly G Suite) applications and operating systems.

Engage vendors to collaboratively address the issues, implement desired features, and replace deficient hardware.

Respond to and resolve alerts and tickets generated from the monitoring system and/or customer requests in a timely fashion.

Experience with Command Line Interfaces to manage computer equipment

Maintain accurate time and records in all service tickets as performed.

Maintain system configuration information within the ticketing system and ensure it is attached to relevant tickets.

Communicate with customers as needed regarding ticket progress, changes or agreed outages.

Escalate service requests that require engineer level support in a timely fashion to prevent breach of SLA.

Work with all team members to implement and improve Company best practices.

Ensure the effectiveness of third-party tools for data backup, continuously monitor server environments to verify smooth backup operations, and maintain optimal backup progress.

Report to management on potential problems with customer’s computers, configurations and/or environment.

Ensure weekly reports detailing the project's status and progress are presented consistently, providing clear data, statistics, and information for effective communication and decision-making.

Establish a proactive system maintenance program that benefits both customers and internal organization.

Prioritize developing disaster recovery plans for our customers' applications and data.

Requirements

4 years to 6 years of Work experience as a Desktop Support Engineer, Technical Support Engineer or similar role

Overall administration and management of the Microsoft 365 & Entra environment

Knowledge and hands-on experiences to configure and install various network devices, services and related applications (e.g., routers, switches, firewalls, load balancers, VPN, QoS)

Hands-on experience with monitoring, network diagnostic and network analytics tools

Perform network maintenance and system upgrades including service packs, patches, hot fixes and security configurations

Provide Level-2/3 support and troubleshooting to resolve technical issues, demonstrating excellent problem-solving skills with the ability to quickly identify and resolve problems.

Excellent analytical and problem-solving skills.

Excellent communication skills are required for efficient collaboration and user assistance

Solid understanding of networking protocols (e.g.,TCP/IP, SMTP, UDP,DHCP, DNS, IPSEC, HSRP, BGP, OSPF, 802.11, QoS, OSI model )

Strong knowledge of Linux / Windows /MAC operating systems (Ubuntu, CentOS,Red Hat,Windows Servers,Windows 10 / 11,Monterey,ventura, Sonoma )

Experience with virtualization & Cloud technologies, such as VMware, KVM, Hypervisor, Azure(This skillset is Must and highly preferred & Strong L1), Aws Candidates with this skill set will be given additional priority

Knowledge of storage technologies, such as RAID, SAN, and NAS.

Understanding of security best practices and experience in implementing security measures on systems.

Ability to work independently in a team-oriented environment and collaborate with cross-functional teams to provide solutions based on the requirements

Strong communication skills to effectively communicate technical concepts and solutions to technical and non-technical stakeholders.

Knowledge on anti-virus programs

Relevant certifications (for example, Cisco Certified Network Associate (CCNA), CompTIA Network+, Aws Practitioner, Azure Fundamentals ).

Proficient in Linux command-line interface (CLI) and shell scripting.

Experience Level:

4 to 6 years of relevant experience as a network engineer including phone, remote support, and hands on Excellent verbal and written communication skills

Strong working knowledge of Microsoft Entra, Azure, Network & Network peripherals

Excellent Customer Service Skills

Advanced troubleshooting skills

Experience installing/configuring routers, switches, VPNs, firewalls (Cisco, Sophos, Palo Alto)