Job Opportunities

SLA Support Engineer (Offshore)

Location: Info park, Kochi
Employment Type: Full-time (Work From Office Only)

Qualification & Experience

Computer Science graduate / 3-year Diploma in Computer Science
&
2–3 years of hands-on experience in IT Infrastructure / SLA-based Support

Core Responsibilities

1. Preventive Maintenance
Perform scheduled health checks and preventive maintenance for servers, workstations, and network devices to avoid downtime and failures.

2. Multi-Client Remote Support (SLA-Based)
Provide remote technical support for multiple client organizations.
Ensure all requests are handled within defined SLA timelines and quality standards.

3. Microsoft Infrastructure Management
Configure, administer, and monitor Microsoft environments including:
Windows Server
Active Directory (AD)
Microsoft 365
Exchange / Exchange Online
Support Microsoft-based deployments and troubleshooting as per best practices.

4. Asset & License Lifecycle Management
Maintain accurate documentation of client IT assets including desktops, laptops, printers, and network devices.
Track software licenses and assist with annual renewals and compliance.

5. Security, Patch Management & Data Recovery
Apply security patches and perform regular system updates.
Manage firewalls and basic security controls.
Ensure reliable data backup schedules (cloud and on-premises) and support restoration when required.

6. Ticketing, Reporting & Coordination
Manage support tickets, call logs, and incident documentation.
Prepare reports and share status updates with the reporting manager.
Coordinate with internal teams and vendors when escalation is required.

Key Skills & Qualifications

Certifications
MCP (Microsoft Certified Professional) – Mandatory
Azure certification is an added advantage

Technical Skills

Strong knowledge of:
Windows Server Administration
Active Directory, DNS, DHCP
Networking fundamentals (TCP/IP, VLAN, routing basics)
Virtualization (Hyper-V / VMware)
Microsoft 365 administration

Experience in supporting:

VOIP / PABX systems
Remote troubleshooting tools
Customer Service & Communication
Strong verbal and written communication skills.
Ability to interact professionally with multiple client stakeholders.

Interested professionals can share their resumes to hr@commerce9.io. with the below details. We are looking for only experienced candidates for this role. Please include "SLA Support Engineer (Offshore)" in the subject line.

> Total Years of Exp:
> Relevant Exp:
> Current CTC:
> Expected CTC:
> Highest Qualification (Full time only):
> Notice Period: