EvonSys - L2 Service Desk Engineer - Linux/Windows OS

Location : Hyderabad, India. Department : Global ITSM Team. Shift : 24x7 Roster-Based (Rotational). Position Overview : We are seeking a proactive and technically proficient Level 2 Service Desk Engineer to join our Global ITSM Team in Hyderabad. The ideal candidate will bring hands-on experience with enterprise technologies, strong troubleshooting skills, and a commitment to delivering high-quality IT support in a dynamic 24x7 global environment. Key Responsibilities : Networking & Infrastructure : - Strong understanding of Cisco Meraki configuration and troubleshooting. - Experience managing virtualization platforms such as Proxmox and Hyper-V. - Proficient in patch management and vulnerability remediation for Linux and Windows systems. - Skilled in troubleshooting web servers and applications, including Tomcat, Nginx, and Apache. - Experience managing PostgreSQL databases, including backup, recovery, and performance optimization. - Resolve issues related to Windows Server, Active Directory, Linux, O365, and other enterprise systems. Collaboration & Productivity Tools : - Expertise with Office 365, including Exchange Admin, SharePoint, and Teams. - Handle user onboarding, including account provisioning and hardware setup. Security & Access Management : - Exposure to Beyond Trust PAM solutions is preferred. - Understanding of access control principles and security best practices. Cloud Platforms : - Foundational knowledge of AWS setup and administration. - AWS certification is a plus. - General IT Support. - Handle Level 2 incidents, service requests, and escalations within a 24x7 environment. - Serve as an escalation point for complex technical issues from L1 support. - Collaborate closely with Level 3, DevOps, and Compliance teams to ensure end-to-end issue resolution and adherence to operational standards. - Infrastructure Monitoring & Observability - Monitoring Tool Exposure. - In-depth experience configuring and managing enterprise-grade observability and monitoring tools, especially Datadog. - Design and maintain dashboards, alerts, and automated reports to enhance system performance visibility and enable proactive incident management. - Optimize monitoring configurations for scalability, real-time reporting, and hybrid cloud/on-Prem environments. - Integrate monitoring platforms with ITSM systems, ticketing tools, and collaboration platforms for streamlined operations. - Collaborate with DevOps, Infrastructure, and Compliance teams to ensure monitoring aligns with performance and policy requirements. - Proficient in Visio or draw.io for creating network diagrams and technical documentation. Documentation & Compliance : - Maintain up-to-date documentation, SOPs, and knowledge base articles. - Ensure adherence to ITIL best practices and organizational compliance standards. Mentorship & Team Collaboration : - Support onboarding and training of new team members. - Collaborate with global IT teams across multiple time zones to ensure seamless support delivery. Required Skills & Experience : - 2-4 years of experience in a Level 2 IT support or service desk role. - Experience working in 24x7 shift-based global IT operations. - Strong diagnostic and troubleshooting abilities under pressure. - Ability to work independently and manage priorities effectively. - Excellent verbal and written communication skills with a professional demeanor. Soft Skills : - High emotional intelligence and tact in handling sensitive or high-impact issues. - Strong collaboration and stakeholder management skills. - Curiosity-driven and adaptable to evolving technologies and tools. (ref:hirist.tech)

Location: hyderabad, IN

Posted Date: 5/3/2025