We are hiring a Resident Engineer (L1/L2) who provides on-site technical support for smart wearables and related infrastructure, ensuring high system availability and seamless end-user experience. The role focuses on incident resolution, system monitoring, infrastructure support, and coordination with L3 teams and vendors in an SLA-driven environment.
Responsibilities:
- Provide L1/L2 support for wearables, access control, ticketing, and payment systems.
- Troubleshoot hardware, application, server (Linux/Windows), and network issues.
- Monitor system health using enterprise monitoring tools and perform proactive checks.
- Manage incidents through ITSM platforms, ensuring SLA compliance and proper documentation.
- Escalate complex issues to L3 with complete diagnostics and impact analysis.
- Perform basic system administration (patching, user management, backups).
- Support connectivity troubleshooting (TCP/IP, DNS, DHCP, VLANs).
- Coordinate with vendors for escalations and hardware/software support.
- Maintain documentation, runbooks, and incident reports.
Requirements:
- Bachelor's degree in Computer Science, IT, or related field.
- 35 years of experience in technical support or IT operations.
- Strong Linux and Windows Server administration skills.
- Experience with monitoring tools (e.g., Nagios, Zabbix, Datadog).
- Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VLANs).
- Experience with ITSM/ticketing systems.
- Basic scripting skills (Bash, PowerShell, or Python).
- Strong communication and problem-solving skills.
