Support Engineer - Server and Application Support For L1 and L2

1. Role Purpose

Provide L1 and L2 support for the client's on-premises server estate and business applications, delivered entirely remotely from Coimbatore. The role covers infrastructure operations (Windows / Linux / AD / network / backup) and the Microsoft 365 collaboration stack Exchange / Outlook, Teams, SharePoint, OneDrive — at the server and administration layer.

The engagement is on-demand: the engineer is mobilised when called by the client, performs triage and resolution within coverage hours, and logs all time against tickets by stream and tier.

2. Key Responsibilities

2.1 On-Premises Server Operations (Remote)

• Administer Windows Server (2016 / 2019 / 2022) and Linux (RHEL / Ubuntu / CentOS) hosts remotely via VPN, jump host, or PAM session.
• Manage virtualisation platforms — VMware vSphere / ESXi or Hyper-V: VM provisioning, snapshots, resource allocation, host health checks.
• Active Directory administration — user and group provisioning, GPO changes, OU management, replication and DNS health checks.
• File, print, and application server administration — shares, NTFS permissions, quotas, service restarts, disk-space management.
• Patch management — scheduled OS and middleware patching, validation, and rollback support.
• Backup and restore — job monitoring, failure investigation, ad-hoc restore requests, restore testing.
• Monitoring and alert response — investigate infrastructure alerts, remediate known issue patterns, tune thresholds.
• Network operations support — switch / router / firewall configuration changes (non-architectural), VPN troubleshooting, connectivity resolution.

2.2 Microsoft 365 & Collaboration Applications

• Exchange / Exchange Online and Outlook administration — mailbox provisioning and de-provisioning, shared mailboxes, distribution lists, mailbox quotas, archiving and retention.
• Outlook client issue resolution at the application and profile layer — OST/PST issues, profile rebuilds, autodiscover, connectivity, add-in conflicts, calendar and delegation problems.
• Mail flow troubleshooting — connectors, transport rules, message trace, NDR analysis, spam / quarantine release.
• Microsoft 365 tenant administration — licence assignment, Teams, SharePoint and OneDrive permissions, MFA and conditional access support.
• Hybrid Exchange support where applicable — directory sync (Entra Connect) monitoring and remediation.

2.3 Business Application Support

• First response, triage, categorisation, and resolution of application incidents and service requests in the client's ITSM platform.
• Resolution of known and standard issues using documented runbooks — role resets, configuration toggles, batch job restarts, cache clears, session resets.
• L2 diagnosis and fixes within existing codebases — bug fixes, configuration changes, environment-variable updates, minor enhancements under change control.
• Database query analysis and basic tuning; ad-hoc data corrections with written client approval.
• Deployment support — release coordination and execution to non-production and production environments per the client's change process.
• Integration and middleware support — API failure investigation, queue / message-broker triage, scheduled job and batch recovery.

2.4 Access, Security & Governance

• Account provisioning and de-provisioning, group and permission updates, password resets at AD / IAM / OS layer.
• Application-side role, permission, and audit-trail review.
• Adherence to client change-management process for all production-impacting activity.
• Maintain confidentiality of all client data, systems, and credentials at all times.

2.5 Documentation & Reporting

• Maintain runbooks, knowledge-base articles, and incident records, segregated by stream (Application / Server).
• Accurate time logging against tickets, tagged by stream and tier, reconciled to Qualtura timesheets.
• Input to the monthly utilisation report — hours consumed, ticket volumes, SLA performance.
• Handover notes and ticket context on every escalation.

3. Technical Skills

Category

Requirement

Operating Systems

Windows Server 2016/2019/2022; Linux (RHEL / Ubuntu / CentOS) — administration and troubleshooting

Virtualisation

VMware vSphere / ESXi or Microsoft Hyper-V — VM lifecycle, snapshots, host monitoring

Directory & Identity

Active Directory, Group Policy, DNS, DHCP, Entra ID (Azure AD), Entra Connect

Messaging

Exchange Server and/or Exchange Online; Outlook client troubleshooting; mail flow and message trace

Microsoft 365

Teams, SharePoint Online, OneDrive, licensing, MFA / conditional access

Backup

Veeam, Acronis, Windows Server Backup, or equivalent

Networking

TCP/IP, DNS, VLAN, VPN, firewall rule changes, basic switch/router operations

Remote Access

VPN, jump host, PAM, RDP/SSH, UltraViewer or equivalent remote-support tooling

Scripting

PowerShell (required); Bash (preferred)

Cloud (good to have)

AWS / Azure / GCP — instance management, storage, IAM, basic networking

ITSM

ServiceNow, Jira Service Management, Freshservice, or equivalent

4. Experience & Qualifications

• 1–5 years in IT infrastructure and application support, with demonstrable L2 exposure.
• Bachelor's degree in Computer Science, IT, Engineering, or equivalent practical experience.
• Prior experience supporting overseas clients remotely — Singapore, ANZ, or Middle East preferred.
• Certifications preferred: Microsoft MD-102 / AZ-104 / MS-203, RHCSA, VMware VCP, ITIL Foundation.
• Working proficiency in English — written and spoken.

5. Behavioural Requirements

• Comfortable with an on-call model — mobilises promptly when engaged, no standing idle presence.
• Disciplined ticket hygiene and time logging; every hour traceable to a ticket.
• Clear written communication — handover notes, runbooks, and status updates without prompting.
• Escalates early and with context rather than holding an issue past SLA.
• Works within change control; does not make undocumented production changes.