Senior System Engineer

About Espire Infolabs

Espire Infolabs is a leader in Digital Transformation and Total Experience (TX) Solutions, adopting a Cross-Enterprise strategy to provide future-ready services resilient against market disruptions. With over 20 years of expertise, the company focuses on digital transformation by enhancing customer journey mapping (CJM), employee journey mapping (EJM), and business process optimization. Establishing solutions on data-driven principles, they offer services in Digital Experience management, Customer Communication Management, Digital workplace, Enterprise software, Digital engineering, Integration, Analytics, Automation, Cloud, and Security. Collaborating with top global technology partners and backed by strong quality certifications like CMMI Level 5, ISO compliances, and EcoVadis accreditation, Espire is also recognized as a Great Place to Work-certified organization.

Key Responsibilities

• Provide hands-on system administration and troubleshooting for Windows, Mac, and Linux platforms.
• Diagnose and resolve hardware, software, and network-related issues efficiently.
• Ensure system performance, security, and stability through updates, patches, and diagnostics.
• Administer IT asset management by tracking hardware and software inventories, assigning assets, and ensuring adherence to company policies.
• Maintain records of system configurations, hardware warranties, and manage asset lifecycles.
• Conduct onboarding/offboarding processes by configuring user accounts, installing necessary software, setting up devices, and managing access permissions securely.
• Handle IT support tickets by prioritizing, resolving within SLA guidelines, updating status regularly, and escalating as needed.
• Deliver end-user support via various communication channels and educate users on best practices and security policies.
• Collaborate with IT teams for resolving complex problems and enhancing infrastructure.
• Prepare reports on ticket trends, resolution times, asset conditions, and overall system health.

Experience & Skills Required

• At least 2 years of experience in system engineering, IT support, or related domains.
• Practical knowledge supporting Windows, Mac, and Linux environments.
• Understanding of ITIL processes including Incident, Change, and Asset Management.
• Experience managing hardware/software inventories and asset tracking tools.
• Competence with ITSM tools such as Manage Engine Service Desk Plus, JIRA, and Freshservice.
• Strong troubleshooting and diagnostic abilities across multiple operating systems.
• Familiarity with remote support utilities, ticketing platforms, and network configurations including VPN.
• Ability to multitask effectively and work efficiently in a dynamic environment.

Eligibility

Applicants should hold a minimum qualification of any graduate degree.