Provides senior-level L2/L3 technical support across networks, servers, virtualization, cloud, cybersecurity, surveillance, storage, and backup/disaster recovery environments. Troubleshoots escalated infrastructure issues, performs onsite support, manages Microsoft 365 and Azure services, leads deployments and migrations, and coordinates with OEMs and client teams. Mentors engineers, oversees projects and SLA adherence, maintains documentation, and drives service quality and recovery readiness.
Position Overview
The Senior Technical Support Executive will be responsible for delivering advanced technical support, handling complex IT infrastructure issues, and leading deployment/implementation activities across client environments. This role requires deep handson expertise in networking, servers, virtualization, cloud platforms, security, surveillance systems, and backup/DC–DR technologies.
The candidate will also mentor junior engineers, lead critical projects, and ensure high service quality and client satisfaction.
Key Responsibilities
1. Advanced Technical Support & Troubleshooting
Handle escalated L2/L3 support tickets related to network, server, cloud, and security environments.
Diagnose and resolve complex issues involving hardware, software, OS, network, and cloud services.
Perform onsite support for highpriority cases and customer escalations.
Coordinate with OEM support teams for advanced issues.
2. Network Infrastructure Management
Configure and troubleshoot Layer 2 & Layer 3 networks, including:
Switches, routers, firewalls, load balancers
VLANs, routing protocols, VPNs, QoS, and network security policies
Implement wireless solutions, WiFi controllers, heat mapping, and RF optimization.
Monitor and optimize network performance using specialized tools.
3. Server, Virtualization & Storage
Deploy, configure, and manage:
Windows Server (AD, GPO, DFS, DHCP, DNS)
HyperV / VMware ESXi virtual environments
File servers, application servers, domain controllers
Perform server hardening, patching, and performance tuning.
Work with NAS/SAN storage and iSCSI environments.
4. Cybersecurity & Surveillance Systems
Configure and maintain firewall policies, UTM features, IPS/IDS, web filtering, and endpoint security.
Deploy and troubleshoot CCTV/IP surveillance systems, NVR/VMS configurations.
Implement security best practices and perform periodic audits.
5. Data Backup, Replication, DC–DR
Deploy, manage, and troubleshoot backup solutions (Veeam, Acronis, Synology, Cloud Backup, etc.).
Configure backup jobs, replication, and retention policies.
Execute DC–DR drills, failover, failback, and business continuity tasks.
Maintain backup health checks and ensure recovery readiness.
6. Cloud Solutions (Microsoft 365 & Azure)
Manage M365 environment (Exchange, Teams, SharePoint, OneDrive, security & compliance).
Deploy and support Azure services:
Virtual Machines
Backup & Site Recovery
Networking and identity (Azure AD)
Handle migrations (email, servers, data).
7. Team Leadership & Coordination
Provide technical guidance and mentorship to junior and midlevel engineers.
Review service tickets, ensure SLA adherence, and improve support quality.
Lead projects, deployments, and client IT transformations.
Coordinate with sales, project, and management teams for solution delivery.
8. Documentation & Reporting
Prepare detailed documentation for configurations, network diagrams, and change logs.
Maintain SOPs and best practice guides.
Provide reports on incident trends, problem resolutions, and improvement areas.
Requirements
Required Skills & Qualifications
Technical Skills
3–7 years of experience in IT support or system integration.
Strong knowledge of:
Switching, routing, firewalls (Cisco, Fortinet, Sophos, Mikrotik, etc.)
Windows Server & Active Directory
HyperV / VMware virtualization
Backup solutions (Veeam, Acronis, Synology)
M365 & Azure administration
NAS/SAN storage & surveillance systems
Strong handson troubleshooting and rootcause analysis skills.
Soft Skills
Excellent communication & clienthandling skills.
Leadership qualities, mentoring ability, and ownership mindset.
Ability to manage multiple projects & escalations simultaneously.
Strong documentation and presentation skills.
Preferred Certifications
CCNA / CCNP
Fortinet NSE4 or above
Az900 / MS900 / Azure Admin Associate
VMware VCP or Microsoft Virtualization
Veeam VMCE
CompTIA Security+
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