Job Description
<p><p><b>Job Overview :</b><br/><br/>We are seeking a skilled Mid-Level Technical Support Engineer with 4- 6 years of experience in RCM, healthcare, or BPO-oriented organizations.<br/><br/>Based in Chennai, you will provide expert support and troubleshooting for IT infrastructure, ensuring seamless service delivery and SLA compliance for our cybersecurity and healthcare clients.<br/><br/>Candidates must be willing to work in rotational shifts.<br/><br/><b>Key Responsibilities :</b><br/><br/>- Technical Support & Troubleshooting : Provide hands-on support and resolve IT issues related to systems, networks, and applications in healthcare, RCM, or BPO environments.<br/><br/>- SLA Compliance : Monitor and adhere to Service Level Agreements (SLAs), prioritizing ticket resolution and maintaining high service standards for clients.<br/><br/>- Performance Monitoring : Track performance metrics, conduct ticket audits, and analyze data to support continuous improvement in service delivery.<br/><br/>- Cross-Location Coordination : Assist in ensuring consistent service delivery and effective communication across Chennai and other branch locations.<br/><br/>- Client Collaboration : Work with cybersecurity and healthcare teams to align support services with business objectives and compliance requirements.<br/><br/>- Process Support : Contribute to the design and implementation of processes to enhance operational efficiency and scalability.<br/><br/><b>Required Skills/Technologies/Tools :</b><br/><br/>- ITSM Tools : Proficiency in Freshservice or ManageEngine ServiceDesk Plus for incident, problem, and change management.<br/><br/>- Operating Systems : Experience with administration of Windows Server (2019/2022), Linux, and macOS, including troubleshooting.<br/><br/>- Networking : Knowledge of LAN/WAN configuration, VLAN segmentation, VPN management (Sophos VPN, FortiClient, AWS Client VPN), TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting.<br/><br/>- Directory & Identity Management : Familiarity with Active Directory (user/group management), Azure AD/Entra ID, and Group Policy.<br/><br/>- Cloud Platforms : Basic knowledge of AWS (EC2, S3, VPC) or Azure for hybrid environments.<br/><br/>- Cybersecurity Tools : Experience with endpoint security (CrowdStrike, Bitdefender, Microsoft Defender).<br/><br/>- SLA & Ticketing : Skills in SLA tracking, ticket prioritization, and metrics reporting using ITSM platforms.<br/><br/>- Virtualization : Familiarity with VMware vSphere or Hyper-V for troubleshooting virtual environments.<br/><br/>- Automation & Scripting : Basic skills in PowerShell, Python, or Bash for automating tasks.<br/><br/>- HRMS Integration : Experience with IT onboarding/offboarding and integration with HRMS platforms (e.g., Darwinbox, Zoho People).<br/><br/>- Documentation & Communication : Ability to create SOPs, knowledge base articles, and engage stakeholders effectively.<br/><br/>- Productivity Tools : Proficiency in Microsoft 365, Google Workspace, and IP telephony systems (e.g., Teams, Zoom Phone).<br/><br/><b>Good To Have Technologies/Tools :</b><br/><br/>- Monitoring Tools : Familiarity with Zabbix, Nagios, or SolarWinds for infrastructure monitoring.<br/><br/>- DevOps Tools : Basic knowledge of CI/CD pipelines (Jenkins) or containerization (Docker).<br/><br/>- IT Asset Management : Experience with tools like Lansweeper for asset tracking.<br/><br/>- Backup & Recovery : Knowledge of Veeam or Acronis for data backup.<br/><br/>- Zero Trust Security : Understanding of zero trust frameworks (e.g., Zscaler).<br/><br/>- Collaboration Platforms : Proficiency in Slack, Microsoft Teams, or Confluence.<br/><br/>- Compliance Frameworks : Awareness of GDPR, HIPAA, or ISO 27001.<br/><br/>- Certifications : Certifications such as MCA, CompTIA A+, or Network+ are a plus.</p><br/></p> (ref:hirist.tech)