The System Specialist role involves being the primary offshore contact for all IT Technical Support and Services activities within the assigned customer environment. This position requires working closely with the Service Delivery Manager, technical resources from local and Global Delivery teams, and technical teams to address continuous improvement, escalations, Root Cause Analysis (RCA) reviews, customer logistics, and offshore technical resource synchronization. Additionally, direct communication with customers is expected.

Responsibilities:

• Maintain, monitor, and provide support for the infrastructure environment and/or facilities.
• Identify improvements to enhance system reliability, performance, and capacity management.
• Support multiple systems or applications of medium to highly complex nature, ensuring control, integrity, and accessibility with multiple concurrent users.
• Serve as the primary offshore point of contact for all technical activities for specific customers.
• Act as a technical liaison between customers, operations teams, engineers, and architects, providing critical operational insights for upcoming implementations and strategies.
• Collaborate with Service Delivery Manager, Project Managers, and Delivery Team to ensure high customer satisfaction.
• Integrate solutions with other applications and platforms based on requirements.
• Develop new alerts, monitoring techniques, and scripted solutions to drive automation.
• Lead or provide technical direction for planning, designing, and executing testing efforts.

Qualifications:

• 5-8 years of experience in End User Desktop Support, including Windows 7, 8.x, 10, MAC, desktop applications, Microsoft Server and Infrastructure Services (Windows Server 2008, 2012, 2016, Active Directory, Networking, TCP/IP, IIS).
• Mandatory technical expertise in Windows Server and Desktop infrastructure, Active Directory services, and Networking.
• Experience in designing, configuring, deploying, maintaining, and supporting Windows 2008, 2012, and 2016 with VMware 5.0+.
• Proficiency in email messaging, with a focus on Exchange, Office 365 admin center, and migration to Office 365.
• Deployment and administration knowledge of Virtualization services (VMware and Hyper-V).
• Familiarity with Nagios and other monitoring tools, as well as Ansible and automation technologies.
• Experience in Intune support.
• Nice to have experience and/or certification in Microsoft server technologies (MSSQL Server, Exchange, SharePoint, Dynamics CRM), exposure to ServiceNow or any ticketing tool, Azure Cloud, AWS Cloud, Azure Networking, AWS Networking.
• Strong interpersonal communication skills and the ability to collaborate effectively with customers, vendors, partners, and colleagues at all levels.
• Flexibility to work after-hours and handle escalations to support 24×7 operations.
• Adaptability to dynamic environments.

Job Type: Full-time