Senior Technical Support Engineer

Summary

Join Lakeside Software's experienced global support team as a Senior Technical Support Engineer. This role requires a strong technical background, excellent customer management skills, and expertise in troubleshooting software issues across various environments (Windows, Mac, Linux). You will provide customer support, troubleshoot and diagnose issues, manage multiple open issues, and work cross-functionally. The position demands 7+ years of IT support experience and advanced knowledge of Windows, networking, and various software applications. The role is based in India with remote work options and requires some off-hours/on-call availability.

Requirements

• This role requires the post holder to work APAC hours 4:30am – 1:00pm IST
• 7+ years experience in IT support, Managed Service providers or Proprietary Software Support
• Advanced Windows knowledge. Knowledge includes Windows Servers, Workstations, and Active Directory
• Advanced Network infrastructure experience (e.g. switches, routers, firewalls)
• Experience with troubleshooting Software application installation, testing, and architecture issues
• Intermediate experience with Hyper-V, VMware, or other virtualization platform troubleshooting and administration
• Working Knowledge of & experience with Mac/Linux Operating Systems
• Linux command line troubleshooting
• Working Knowledge of DNS, DHCP, AD, Group Policy
• Understanding of relational databases (Microsoft SQL Server and other related Microsoft Business Intelligence technologies, e.g. Reporting Services, Integration Services, and Analysis Services)
• SQL query writing skills
• Experience in large-scale (500+ users/devices) IT Datacenter Support
• Experience handling Enterprise-size customers
• System hardware troubleshooting experience
• Working knowledge of ITSM tools

Responsibilities

• Provide customer support with precise triaging and prioritization of issues, ensuring timely resolution
• Troubleshoot and diagnose software and system issues, following standard escalation processes, and reporting, tracking, and escalating bugs as needed
• Instill trust, de-escalate concerns, and guide customers through troubleshooting steps, offering workarounds and next steps
• Manage multiple open issues, accurately log actions taken, and contribute technical knowledge through documentation and knowledge articles
• Work cross-functionally to address client needs and tailor software tools to enhance user experience

Preferred Qualifications

• Degree in Computer Science or a related field
• Experience with Citrix Virtual Apps, Desktops, and Hypervisor
• Advanced SQL Server installation and maintenance
• IIS administration and troubleshooting
• Scripting experience (PowerShell, VBScript)
• Certifications like MCSE, MCP, CCA, or VCP are a plus
• Knowledge of HTTPS/TLS and scripted software deployment is beneficial
• Familiarity with Microsoft Dynamics CRM, VSTFS, and UNIX OS is an advantage

Benefits

• Location: India Remote
• Travel: 5%
• Some off-hours / on-call / some in office is required