IT Engineer

As a Production Support IT Support Engineer at Callifony, a leading business communication platform, you will be responsible for providing 24/7 expert technical support and consultation for Windows-based operating systems. Your role will involve significant experience with DNS, web applications, email systems, IIS, database administration, Desk/C panel, and other web control panels. Additionally, you will conduct and coordinate the analysis, planning, and implementation of systems software and/or hardware. Responsibilities: - Manage multiple databases, HTTP, FTP, and mail servers - Install, configure, maintain, and upgrade server software - Install and configure off-the-shelf applications - Oversee security issues and backup plans - Support and maintain legacy platforms - Acquire new platforms as needed - Develop and refine support team escalation procedures - Work towards platform hardware/software standardization - Bridge web and in-house hardware - Report on current and projected status of all platforms - Interact with in-house staff, management, outside consultants, vendors, and support teams - Participate in long-term strategic decision-making regarding web activities - Take ownership of technical issues and collaborate with the development group to resolve advanced issues when necessary Additional Responsibilities: - Resolve escalated customer complaints without team lead intervention - Document troubleshooting and problem resolution steps - Provide training to customers as required - Support internal/external IT-related issues - Work with a team to automate management tasks, streamline processes, and perform standard administration functions as needed - Perform additional duties as assigned by management Technical Experience: - Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role - Hands-on experience with Windows Desktop & Server + Linux OS environments - Hands-on experience with Firewalls & VPN Configuration - Hands-on experience with VMware Virtualized Environments - Good understanding of computer systems, mobile devices, and other tech products - Ability to diagnose and troubleshoot basic technical issues - Familiarity with remote desktop applications and help desk software - Excellent problem-solving and communication skills - Ability to provide step-by-step technical help, both written and verbal - BS degree in Information Technology, Computer Science, or relevant field - Additional certification in Microsoft, Linux, Fortinet, SonicWALL, VMware, or similar technologies is a plus Skills: - The ability to think logically - A good memory of how software and operating systems work - Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish problems and explain solutions - The ability to work well in a team - Problem-solving skills - A strong customer focus - The ability to prioritize your workload - Attention to detail This position is based in Thane and falls under the Engineering department. It is a full-time job opportunity. As a Production Support IT Support Engineer at Callifony, a leading business communication platform, you will be responsible for providing 24/7 expert technical support and consultation for Windows-based operating systems. Your role will involve significant experience with DNS, web applications, email systems, IIS, database administration, Desk/C panel, and other web control panels. Additionally, you will conduct and coordinate the analysis, planning, and implementation of systems software and/or hardware. Responsibilities: - Manage multiple databases, HTTP, FTP, and mail servers - Install, configure, maintain, and upgrade server software - Install and configure off-the-shelf applications - Oversee security issues and backup plans - Support and maintain legacy platforms - Acquire new platforms as needed - Develop and refine support team escalation procedures - Work towards platform hardware/software standardization - Bridge web and in-house hardware - Report on current and projected status of all platforms - Interact with in-house staff, management, outside consultants, vendors, and support teams - Participate in long-term strategic decision-making regarding web activities - Take ownership of technical issues and collaborate with the development group to resolve advanced issues when necessary Additional Responsibilities: - Resolve escalated customer complaints without team lead intervention - Document troubleshooting and problem resolution steps - Provide training to customers as required - Support internal/external IT-related issues - Work with a team to automate management tasks, streamline processes, and perform standard administration functions as needed - Perform additional duties as assigned by management Technical Experience: - Proven work experience as a Technical Support Engineer, Desktop Support Engi