Key Responsibilities
Backup Monitoring, Troubleshooting and Recovery
- Configure, monitor, and manage scheduled backup jobs across multiple client environments.
- Investigate and resolve failed, incomplete, or degraded backup jobs.
- Verify backup health, successful completion, retention, and recoverability.
- Perform or assist with restore operations when required.
- Troubleshoot backup failures involving connectivity, storage, credentials, agents, repositories, or virtual machines.
- Monitor backup capacity and identify potential storage or retention issues.
- Understand and work within defined Recovery Point Objective (RPO) and Recovery Time Objective (RTO) requirements.
- Escalate backup issues appropriately when they cannot be resolved within established support procedures.
- Work with backup platforms such as Axcient, Commvault, Veeam, or similar technologies.
Windows Server and Desktop Support
- Diagnose and resolve Windows Server and Windows desktop operating system issues.
- Troubleshoot system services, performance, disk utilization, CPU, memory, permissions, and application-related issues.
- Review Windows Event Viewer and system logs to diagnose incidents.
- Support Windows updates, server patching, and scheduled maintenance.
- Assist with Active Directory-related troubleshooting including user accounts, permissions, authentication, and Group Policy where required.
- Troubleshoot common DNS, DHCP, network connectivity, and Windows service issues.
- Ensure servers remain healthy, patched, monitored, and operational.
Linux Support
- Perform first-line and intermediate troubleshooting of Linux servers and applications.
- Use Linux command-line tools to investigate services, processes, storage, memory, CPU, logs, permissions, and network connectivity.
- Restart and validate services and troubleshoot application or operating system errors.
- Support Linux patching and routine maintenance activities.
- Escalate complex Linux issues with clear diagnostic information and supporting logs.
Virtualization and Hypervisor Management
- Support and administer client virtualization environments using VMware, Microsoft Hyper-V, Proxmox, or similar platforms.
- Monitor hypervisor and virtual machine health and availability.
- Troubleshoot VM performance, storage, networking, resource allocation, and availability issues.
- Assist with VM creation, configuration, snapshots, migrations, and maintenance.
- Identify capacity or resource constraints affecting virtual environments.
- Work with technical teams to resolve hypervisor and infrastructure incidents.
Cloud Infrastructure Support
- Support client infrastructure hosted in Microsoft Azure, AWS, or similar cloud environments.
- Troubleshoot cloud-hosted virtual machines, storage, connectivity, and basic access issues.
- Monitor cloud resources and respond to infrastructure alerts.
- Assist with VM provisioning, configuration, restart, recovery, and maintenance.
- Perform basic troubleshooting of cloud networking, permissions, security groups, and related infrastructure components.
- Escalate architecture or advanced cloud issues when necessary.
Monitoring and Alert Management
- Configure and manage infrastructure monitoring across client environments.
- Review server, network, storage, backup, and application alerts.
- Configure and tune monitoring thresholds to ensure meaningful issues are detected without generating unnecessary alert noise.
- Investigate alerts before they impact users or business services.
- Identify recurring alerts and recommend corrective or preventive actions.
- Maintain appropriate monitoring coverage for newly added servers, virtual machines, and infrastructure components.
- Experience with Datto RMM or another Remote Monitoring and Management platform will be highly advantageous.
Server Patching and Maintenance
- Perform scheduled monthly Windows and Linux server patching.
- Review patch status before and after maintenance windows.
- Investigate patch failures and remediate where possible.
- Validate server availability and critical services after patching.
- Document maintenance activities and outstanding issues.
- Coordinate with other technicians where patching requires application or infrastructure dependencies to be considered.
Incident and Ticket Management
- Receive, triage, prioritize, and resolve infrastructure support tickets.
- Manage multiple tickets simultaneously while meeting defined SLA requirements.
- Categorize incidents based on severity, business impact, and urgency.
- Maintain accurate and detailed ticket notes, troubleshooting steps, and resolutions.
- Escalate issues promptly when specialist or higher-level assistance is required.
- Ensure clean technical handovers when tickets are passed to another technician or support level.
- Follow incidents through to resolution rather than allowing unresolved issues to remain unattended.
Client Support and Communication
- Communicate directly with clients in a professional, clear, and confident manner.
- Explain technical problems and resolutions in language appropriate to the client.
- Keep clients informed about incident progress and expected next steps.
- Gather relevant information before troubleshooting or escalating an issue.
- Maintain a strong service-oriented approach while managing client expectations.
Documentation and Knowledge Sharing
- Document technical changes, troubleshooting steps, and resolutions clearly.
- Maintain infrastructure documentation, standard operating procedures, and knowledge-base articles.
- Share solutions and lessons learned with other technicians.
- Participate in team discussions and collaborate on complex incidents.
- Ensure escalations include sufficient diagnostic information for the receiving engineer to continue troubleshooting efficiently.
Required Skills and Experience
- 3 to 6 years of hands-on experience in IT infrastructure, systems administration, technical support, or managed services.
- Strong hands-on support experience with both Windows and Linux environments.
- Good knowledge of Windows Server administration and troubleshooting.
- Working knowledge of Linux command-line administration and troubleshooting.
- Experience supporting virtualization technologies such as VMware, Hyper-V, Proxmox, or equivalent platforms.
- Experience supporting infrastructure in Microsoft Azure, AWS, or another public cloud environment.
- Good understanding of backup and recovery concepts.
- Knowledge of full, incremental, and differential backup methodologies.
- Understanding of RPO, RTO, retention, recovery, and data integrity concepts.
- Exposure to backup platforms such as Axcient, Commvault, Veeam, or similar solutions.
- Experience with server monitoring, alert management, and infrastructure health monitoring.
- Experience performing Windows and/or Linux patching.
- Understanding of basic networking concepts including TCP/IP, DNS, DHCP, VPNs, ports, and connectivity troubleshooting.
- Ability to review system logs and identify potential causes of infrastructure problems.
- Experience working with ticketing systems and SLA-based support.
- Strong problem-solving and analytical skills.
- Excellent written and verbal communication skills.
- Ability to communicate confidently and professionally with clients.
- Ability to prioritize multiple issues in a fast-paced, multi-client environment.
Preferred Skills
- Hands-on experience with Datto RMM.
- Experience working within a Managed Service Provider (MSP) or multi-client support environment.
- Advanced experience with Veeam, Axcient, Commvault, or other enterprise backup solutions.
- Knowledge of Active Directory, Group Policy, DNS, and DHCP.
- Experience with Microsoft 365 administration.
- Familiarity with PowerShell, Bash, or other scripting technologies.
- Knowledge of monitoring and RMM platforms.
- Experience with ITIL-based incident, problem, and change-management processes.
- Relevant Microsoft, Azure, AWS, VMware, Linux, or backup technology certifications will be advantageous.
Education
Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field is preferred.
Soft Skills and Personal Attributes
We are particularly interested in candidates who demonstrate the following characteristics:
- Strong troubleshooting mindset rather than dependence on predefined solutions.
- Comfortable asking for assistance or escalating when an issue requires deeper expertise.
- Does not leave difficult tickets unresolved simply because an immediate solution is not apparent.
- Collaborative and comfortable working closely with other technicians.
- Strong sense of ownership and accountability.
- Detail-oriented and methodical in technical work.
- Reliable in following processes, maintenance schedules, and client commitments.
- Documents work clearly so another engineer can understand what was investigated and completed.
- Able to remain calm and systematic while handling multiple incidents.
- Professional and service-oriented when dealing directly with clients.
Working Hours
12:30 PM to 9:30 PM IST (3:00 AM to 12:00 PM US Eastern Time)
Candidates should be comfortable maintaining working hours aligned with the client's Eastern Time requirements.
What Makes This Opportunity Attractive?
- Permanent work-from-home opportunity
- Long-term opportunity supporting an international client environment.
- Exposure to multiple technologies rather than a single infrastructure platform.
- Hands-on work across Windows, Linux, virtualization, cloud, backup, monitoring, and infrastructure support.
- Opportunity to support multiple client environments and gain broad infrastructure experience.
- Direct interaction with international clients and technical teams.
- Opportunity to develop deeper expertise in cloud, virtualization, backup, and infrastructure operations.
About itForte
itForte is a specialist technology recruitment Agency helping organizations identify and hire high-quality IT professionals across India.
With more than 20 years of technology recruitment experience, itForte works with clients across the US, UK, Europe, Japan, and other international markets. Our technology recruitment expertise spans Artificial Intelligence, Cybersecurity, Cloud and Infrastructure, Enterprise Applications, and Product and Software Engineering.
We connect experienced technology professionals with challenging opportunities across startups, technology companies, SMEs, and large enterprises.
