Support Engineer

Role: Support Engineer.

Self motivated an independent thinker and driven to achieve success within a customer support environment; and understands the importance of delivering value to our customers.

Experience: 35 years experience in a similar role.

Education: BE/ BTech Degree in Computer Science or equivalent.

Location: Pune Pashan.

Responsibilities:

• Collaborating with various support teams to deliver an excellent customer service experience.
• Working directly with clients to identify troubleshoot and resolve issues within their SAP B1/ server environment.
• Responsible for any client issues on SAP B1 infrastructure mostly on AWS environment.
• Maintenance of Windows/HANA servers including resizing of EC2 instances.
• Creating SQL & HANA DB backups/restore creating users in SQL & HANA Dbs.
• Creating VPN tunnels and troubleshooting VPN issues along with any RDP issues.
• Installing thirdparty softwares and troubleshooting any conflicts.
• Administering enduser and security profiles across 100 Windows and Linux servers.
• Assisting with configuration and deployment of new AWS cloud environments; and
• Creating and maintaining procedural documentation for our internal support processes.

Key Skills:

• 3 years minimum experience working in a Windows System Administrative role.
• 5 years minimum experience working in a clientfacing support role.
• Proven experience supporting production Windows and Linux systems in missioncritical environments.
• Microsoft Windows Client and Server Operating Systems 2008 and above.
• Microsoft Server Technologies (AD Exchange Terminal Services SharePoint etc.);
• Proven network fundamentals configurating & troubleshooting VLANs routing IP subnetting 802.1x.TPCIP DNS DHCP etc.
• Demonstrated competency in server administration and security protocols.
• Excellent troubleshooting problemsolving & customer service skill.
• Knowledge and exposure to SSO ADFS and leveraging products i.e. DUO Okta considered a strong asset.
• Excellent communication skills both written & oral.
• Experience supporting servers in an AWS (or other cloud environment).
• Knowledge and exposure on configuring routers and firewalls.
• Strong skills configuring and troubleshooting VPNs.
• MS accreditations AWS accreditation & SAP accreditations considered a strong asset.
• Knowledge and experience supporting ERP solutions(SAP B1) considered a strong asset.
• Familiarity with support best practices (i.e. ITIL Framework) Superior people skills; team oriented fast learner and very personable; considered a strong asset.
• Ability to manage multiple projects/tickets simultaneously while maintaining attention to detail.