Analyst, Tier 2
BengaluruFull-time6–8 yrsPosted 1 week ago
Senior IT support role at Kaseya Careers in Bengaluru. Needs 6–8 years.
About the role
This role serves as a key escalation point for complex technical issues involving servers, workstations, applications, and network devices while ensuring adherence to SLA/SLO commitments. The ideal candidate will possess strong Windows Server administration expertise, deep networking knowledge, exceptional problem-solving skills, and the ability to mentor junior engineers while driving operational excellence within the Network Operations Center.
What you'll do
- Monitor, troubleshoot, and resolve complex alerts and incidents across managed endpoints, servers, applications, and network infrastructure
- Take ownership of assigned incidents throughout the complete lifecycle, including verification, diagnosis, resolution, escalation, communication
- Perform advanced root cause analysis using system logs, event viewers, crash dumps, application logs, and monitoring tools
- Prioritize and escalate incidents based on customer impact, business risk, and established operational procedures and runbooks
- Maintain detailed and accurate case documentation, incident updates, root cause analysis reports, and knowledge-base articles
What you need
- Troubleshooting
- Windows Server
- Networking
- TCP/IP
- Routing and switching
- Root cause analysis
Good to have
- ITIL
- CCNA
- SOP writing
- PowerShell
- Network security