Support Engineer for Backend Services – Wintel

Job type:
12 months
Newtown Square, Philadelphia
flag_no USA
Contact person:
Swetha Vardini
project ID:

Please note the request is from USA. We need local resources. No travel is possible from other countries.

Role: Support Engineer
Project duration:
Location: Newtown Square, Philadelphia, USA
Planned effort: 960 hours / 120 days
Capacity utilisation: 100%.

As market leader in enterprise application software, Customer helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device – Customer empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.

The backend services team consists of 15+ engineers and is responsible for providing support to IT operations and monitoring of services to all Customer employees on a 24/7 basis. The support includes activities like Server Imaging, Patching, Virtualization, Operating System Support and Monitoring, SQL administration.

Wintel support includes 500+ physical servers and 2000+ VMs on Windows server operating system 2018, Beta, Linux & appliances.

Technical Tasks
Responsible for identifying, recording, registering and performing the correct troubleshooting of tickets as mentioned in the service catalog for Wintel service.

Install, de-install and refresh all physical server equipment (IMAC Activities).
Perform any IMAC (Install, Move, Add, Change) relating to virtual servers.
Perform evaluation and testing of any new server image.
Maintain and support Servers.
Update server hardware firmware.
Perform virtualization layer upgrades.
Install, verify, support and repair any critical server agents.
Remediate servers following issues found by SCOM monitoring services.
Advise end-users/ Customer about missing patches and hot-fixes or any opportunity to migrate a server to the latest standard.
Report server uptime and server availability to authorized users.
Report server patching status.
Inform users about backups schedules / volumes.
Maintain an up to date list of server owners.
Escalate relevant tickets to Customer SMEs and follow-up until closure.
Server patching using SCCM.
Handle all tickets escalated by Field IT or Service Desk or forwarded from other service teams.

Process Expectation

Follow agreed processes and procedures for ticket resolution
Have a pro-active approach to identify, co-ordinate and resolve tickets
Be a team player and interact/help team members/cross functional teams to achieve faster issue resolution
Follow/improve SLA resolution timings
Adhere to incident, problem and change management processes
Participate in team meetings as per the agreed governance model
Engage Customer experts, if required as per service catalog RACI
Work to reduce the ticket assignment to Experts group
Participate and contribute in continual service initiatives/improvements
Assist operation line manager in meeting program objectives
Communicate with identified users appropriately via all approved media
Adhere to shift timings and complete the assigned tasks
Hand-off pending issues/tasks to in-coming shift with all details, as per the defined process
Act as a backup resource, as/when needed


University degree or equivalent work experience
Possesses SQL Server Microsoft certification at associate or expert level
Experience with ITIL processes especially incident, change and problem management
Need to be independent and coordinate with various teams for the daily operations, plan and execute scheduled activities
Willingness to learn new skills and technologies
Ability to think independently and have ability to find solutions to complex issues from different sources
Ability to make quick decisions, assume leadership without supervision, able to assume a role of authority as necessary
A keen eye for detail and a result driven approach
Effective analysis
Ability to listen, analyze and summarize
Ability to work in stressful situations
Conflict management skills is a plus
Customer and team-work oriented
Outstanding communication skills
Excellent English written and oral communication skills


More than 5 years of Experience in IT with minimum 2 years in one of the required areas (virtualization/server OS)
Experience in working in a large organization with globally distributed personnel, functions and operations.
Software industry experience strongly preferred.

*If the above description suits your profile please fill the below application form.