Job Description

Job Summary

Adhere to knowledge base articles and standard operating procedures for all assigned tasks. Perform initial troubleshooting for Windows and Unix servers. Provide timely updates on ticket progress and resolution status. Address common issues related to service alerts and cluster notifications. Monitor GSD MS Teams channels and mailbox for incoming tickets and customer queries. Respond to incidents and service requests within defined SLAs. Escalate unresolved issues to next-level support teams as required. Process server and shared drive access requests promptly. Manage user and proxy account creation, modification, and deletion in Windows and Unix environments. Administer group memberships and permissions effectively. Perform SSL certificate renewals and conduct basic validation checks. Monitor server performance metrics, including CPU, memory, and disk utilization. Track filesystem usage and ensure adequate free space availability. Monitor scheduled backups and troubleshoot failures when necessary. Communicate clearly and professionally with end-users and internal teams. To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Skill Requirements

Windows Server administration (2012/2016/2019) Active Directory, DNS, DHCP IIS/Web server administration Virtualization (VMware, Hyper-V)

Other Requirements

Experience: Typically 3–7+ years in infrastructure/support roles [L2 Support | PDF] Certifications (preferred): Microsoft Windows Server certifications Word] ITIL Foundation Work Mode: 24x7 rotational shifts / on-call support | Viva Engage] Behavioral Expectations: Ability to work independently on complex issues Strong ownership and accountability mindset Continuous improvement and proactive problem prevention