Senior IT Support Engineer

As a Senior IT Support Engineer at Mr. Marine, you will lead the IT support team in Chennai, India, providing advanced technical assistance to the global team. Your role will involve resolving complex technical issues, mentoring junior staff, and contributing to IT infrastructure projects. Your proactive problem-solving skills and strong leadership will play a crucial role in aligning IT support activities with the organization's global goals. Key Responsibilities: - Act as the primary escalation point for complex IT support issues (Level 13). - Diagnose and resolve hardware, software, and network problems for the global team. - Ensure strict adherence to SLA targets and maintain high user satisfaction. - Provide remote and on-site support for critical systems and end-users. - Lead incident management and perform root cause analysis (RCA) for recurring issues. - Mentor junior IT support staff and foster their technical growth. - Conduct training sessions for end-users and IT team members. - Collaborate with the IT Manager to refine support processes and workflows. - Promote a culture of knowledge-sharing and continuous improvement. - Assist the System Administrator in maintaining servers, workstations, and network infrastructure. - Support SAP-related tasks (e.g., user access, troubleshooting, and data management). - Monitor system performance and escalate critical incidents to the IT Manager. - Contribute to IT asset management, including hardware and software inventory tracking. - Participate in IT projects (e.g., system upgrades, migrations, cybersecurity initiatives). - Provide technical input for SAP B1 and Google Workspace optimizations. - Assist in documenting SOPs, user guides, and IT policies. - Identify opportunities for automation and efficiency improvements. - Enforce IT security policies and best practices across the organization. - Monitor and report security incidents (e.g., phishing, unauthorized access). - Assist in audits and compliance checks for IT systems. Qualifications: - Bachelors degree in Networking, IT, Computer Science, or a related field. - 5+ years of hands-on experience in IT support, helpdesk, or system administration. Technical Skills: - Advanced troubleshooting (Windows/Linux, networking, hardware). - Proficiency in Google Workspace (GSuite) administration. - Knowledge of SAP B1 (user support, access management, basic troubleshooting). - Familiarity with cybersecurity principles (firewalls, endpoint protection, incident response). - Experience with ticketing systems (e.g., Jira, ServiceNow). - Basic understanding of cloud platforms (AWS) is a plus. As a Senior IT Support Engineer at Mr. Marine, you will lead the IT support team in Chennai, India, providing advanced technical assistance to the global team. Your role will involve resolving complex technical issues, mentoring junior staff, and contributing to IT infrastructure projects. Your proactive problem-solving skills and strong leadership will play a crucial role in aligning IT support activities with the organization's global goals. Key Responsibilities: - Act as the primary escalation point for complex IT support issues (Level 13). - Diagnose and resolve hardware, software, and network problems for the global team. - Ensure strict adherence to SLA targets and maintain high user satisfaction. - Provide remote and on-site support for critical systems and end-users. - Lead incident management and perform root cause analysis (RCA) for recurring issues. - Mentor junior IT support staff and foster their technical growth. - Conduct training sessions for end-users and IT team members. - Collaborate with the IT Manager to refine support processes and workflows. - Promote a culture of knowledge-sharing and continuous improvement. - Assist the System Administrator in maintaining servers, workstations, and network infrastructure. - Support SAP-related tasks (e.g., user access, troubleshooting, and data management). - Monitor system performance and escalate critical incidents to the IT Manager. - Contribute to IT asset management, including hardware and software inventory tracking. - Participate in IT projects (e.g., system upgrades, migrations, cybersecurity initiatives). - Provide technical input for SAP B1 and Google Workspace optimizations. - Assist in documenting SOPs, user guides, and IT policies. - Identify opportunities for automation and efficiency improvements. - Enforce IT security policies and best practices across the organization. - Monitor and report security incidents (e.g., phishing, unauthorized access). - Assist in audits and compliance checks for IT systems. Qualifications: - Bachelors degree in Networking, IT, Computer Science, or a related field. - 5+ years of hands-on experience in IT support, helpdesk, or system administration. Technical Skills: - Advanced troubleshooting (Windows/Linux, networking, hardware). - Proficiency in Google Workspace (GSuite) administration. - Knowledge of SAP B1