Server Support Engineer- L3

Job description

Position Title: Level 3 Server Support Engineer / Senior Server Engineer

Department: IT Infrastructure / Server & Cloud Operations

Job Level: Level 3 Escalation / Engineering Support

Location: Hyderabad- preferred candidates from south

Shift: PST (Night shift)

 

Role Summary

The Level 3 Server Support Engineer is a senior infrastructure specialist responsible for maintaining the availability, security, performance, and reliability of enterprise server and cloud infrastructure. The position requires strong hands-on technical expertise, advanced troubleshooting capability, ownership of escalated incidents, and the ability to work across Windows, Linux, Azure, Active Directory, virtualization, networking, backup, disaster recovery, and Microsoft 365 environments.

 

Role Overview

The Level 3 Server Support Engineer is responsible for the stability, availability, security, performance, and lifecycle management of enterprise server infrastructure across on-premises and cloud environments, including Microsoft Azure.

The role provides advanced technical support and escalation-level troubleshooting for complex server, Active Directory, networking, virtualization, backup, cloud, and Microsoft 365 infrastructure issues.

The engineer will proactively monitor infrastructure health, resolve critical incidents, perform root-cause analysis, implement infrastructure changes, maintain security and compliance standards, and ensure effective backup and disaster recovery capabilities.

The role requires strong hands-on experience with Windows Server, Linux, Azure, Active Directory, DNS, DHCP, Group Policy, virtualization, backup technologies, Azure networking, and Microsoft 365.

 

Key Responsibilities

1. Level 3 Server Administration

• Provide Level 3 technical support for complex server and infrastructure incidents escalated from Level 1 and Level 2 support teams.

• Install, configure, maintain, and troubleshoot Windows Server and Linux server environments.

• Deploy, configure, and manage Azure Virtual Machines and associated infrastructure.

• Perform server lifecycle management including provisioning, configuration, upgrades, patching, maintenance, and decommissioning.

• Administer file servers, application servers, domain controllers, and other infrastructure servers.

• Troubleshoot server performance, availability, connectivity, operating-system, and application-related issues.

• Analyze system and application logs to identify underlying causes of incidents.

• Perform advanced troubleshooting of CPU, memory, storage, services, processes, and operating-system issues.

• Coordinate with application, network, security, and cloud teams for cross-functional infrastructure incidents.

2. Active Directory & Windows Infrastructure

• Administer Active Directory Domain Services (AD DS).

• Manage users, groups, computers, organizational units, and security permissions.

• Configure and troubleshoot Group Policy Objects (GPOs).

• Manage and troubleshoot DNS and DHCP services.

• Support domain controllers and domain-related services.

• Troubleshoot authentication, domain-join, replication, name-resolution, and Group Policy issues.

• Maintain server roles and infrastructure services.

• Support hybrid identity and infrastructure environments.

 

3. Microsoft Azure & Cloud Infrastructure

• Deploy and manage Azure Virtual Machines and cloud infrastructure.

• Configure and maintain Azure storage, networking, security, and compute resources.

• Work with:

• Azure Virtual Networks (VNets)

• Subnets

• Network Security Groups (NSGs)

• Route Tables

• Azure Storage

• Virtual Machines

• Troubleshoot Azure VM availability, performance, connectivity, and configuration issues.

• Support hybrid on-premises/Azure infrastructure.

• Assist with cloud infrastructure migrations and modernization initiatives.

• Monitor Azure resources and identify potential availability, capacity, and performance issues.

 

4. Azure & Hybrid Networking

• Configure and support Site-to-Site VPN connectivity between on-premises infrastructure and Azure.

• Troubleshoot VPN tunnel availability, routing, connectivity, and stability.

• Troubleshoot network connectivity between servers, Azure resources, and on-premises environments.

• Validate routing, subnet configuration, NSGs, firewall rules, and network paths.

• Work with network teams on complex connectivity and infrastructure issues.

• Support hybrid infrastructure deployments and integrations.

 

5. Virtualization Administration

• Administer and troubleshoot virtual infrastructure using platforms such as:

• VMware

• Microsoft Hyper-V

• Proxmox

• Provision, configure, modify, and decommission virtual machines.

• Troubleshoot VM performance, resource allocation, connectivity, and availability.

• Monitor host and VM resource utilization.

• Support VM migrations, maintenance, and infrastructure upgrades.

 

6. Server Monitoring & Performance Management

• Monitor server availability, uptime, CPU, memory, storage, services, and system health.

• Investigate system alerts, failed services, performance degradation, and infrastructure abnormalities.

• Ensure critical services such as AD, DNS, DHCP, file services, and application services remain operational.

• Proactively identify capacity and performance trends.

• Take corrective action before infrastructure issues result in business-impacting incidents.

• Participate in infrastructure health reviews and operational reporting.

 

7. Backup, Recovery & Disaster Recovery

• Monitor and validate daily server backups using Veeam Backup & Replication and Backblaze.

• Review backup jobs and identify failed, incomplete, or inconsistent backups.

• Troubleshoot and remediate backup failures.

• Maintain backup success/failure records and operational documentation.

• Perform file, folder, VM, and server restoration activities as required.

• Participate in disaster recovery testing and validation.

• Support disaster recovery planning and recovery procedures.

• Ensure backup and recovery processes meet defined operational requirements.

 

8. Server Security & Hardening

• Apply server security and hardening best practices.

• Perform server patching and vulnerability remediation.

• Maintain appropriate access controls and administrative permissions.

• Review and remediate security vulnerabilities affecting server infrastructure.

• Support security incident investigation involving server infrastructure.

• Work with security teams to implement infrastructure security controls.

• Assist with security audits, compliance requirements, and evidence collection.

• Support disaster recovery and business continuity security requirements.

 

9. DNS, Domain & SSL Management

• Manage enterprise DNS records and DNS-related services.

• Maintain and troubleshoot records including:

• A

• MX

• SPF

• DKIM

• DMARC

• Support domain configuration and troubleshooting.

• Manage SSL certificate procurement, installation, renewal, and replacement.

• Monitor certificate expiration and prevent service interruptions caused by expired certificates.

• Troubleshoot DNS and SSL-related availability issues.

 

10. Microsoft 365 & Exchange Administration

• Administer Microsoft 365 user accounts, licenses, mailboxes, and security roles.

• Support Exchange Online administration and troubleshooting.

• Troubleshoot:

• Mail flow

• Transport rules

• Spam filtering

• Mailbox issues

• Authentication-related issues

• Monitor security alerts through Microsoft Defender and Microsoft Entra ID.

• Support SharePoint access and administration.

• Manage and support Power BI Pro licensing.

• Support implementation and enforcement of:

• MFA

• Conditional Access

• Microsoft 365 security policies

• Compliance policies

 

11. Incident, Problem & Change Management

• Own and resolve complex infrastructure incidents escalated to Level 3.

• Provide timely technical updates during critical incidents.

• Perform detailed troubleshooting and root-cause analysis.

• Identify recurring issues and recommend permanent corrective actions.

• Participate in Problem Management activities.

• Implement approved infrastructure changes following change-management procedures.

• Validate changes and monitor infrastructure after implementation.

• Participate in major incident management and technical bridge calls when required.

• Provide technical guidance to Level 1 and Level 2 support engineers.

 

12. Documentation & Knowledge Management

• Maintain accurate server and infrastructure documentation.

• Create and maintain:

• Standard Operating Procedures (SOPs)

• Knowledge Base (KB) articles

• Server build documents

• Recovery procedures

• Troubleshooting guides

• Network and infrastructure documentation

• Document incident resolutions and root-cause findings.

• Ensure technical documentation remains current following infrastructure changes.

• Share technical knowledge with L1/L2 support teams.

 

Level 3 Ownership & Expectations

The Level 3 Server Support Engineer is expected to:

• Act as the final technical escalation point for server-related incidents within the support organization.

• Resolve complex issues that cannot be addressed through standard L1/L2 procedures.

• Demonstrate strong troubleshooting and analytical capabilities.

• Take ownership of incidents through resolution.

• Identify permanent fixes rather than relying solely on workarounds.

• Proactively identify infrastructure risks and recommend improvements.

• Maintain high availability and reliability of critical infrastructure.

• Support infrastructure projects, migrations, upgrades, and technology implementations.

• Work effectively with vendors, cloud providers, network teams, security teams, application teams, and service management teams.

• Provide technical mentoring and knowledge transfer to junior engineers.

 

Required Technical Skills

Server Technologies

• Windows Server

• Linux

• Active Directory

• DNS

• DHCP

• Group Policy

• File Servers

• Application Servers

• Server Roles & Services

Cloud

• Microsoft Azure

• Azure Virtual Machines

• Azure Storage

• Azure VNet

• Subnets

• NSGs

• Route Tables

• Azure VPN

• Hybrid Infrastructure

Virtualization

• VMware

• Hyper-V

• Proxmox

Backup & Recovery

• Veeam Backup & Replication

• Backblaze

• Backup monitoring

• Server/VM restoration

• Disaster Recovery

Microsoft 365

• Microsoft 365 Administration

• Exchange Online

• Microsoft Entra ID

• Microsoft Defender

• SharePoint

• Power BI

• MFA

• Conditional Access

Networking & Security

• TCP/IP fundamentals

• DNS

• VPN

• Routing

• Firewall concepts

• SSL/TLS

• SPF

• DKIM

• DMARC

• Server hardening

• Vulnerability remediation

 

Preferred Skills

• Strong troubleshooting and root-cause analysis skills.

• Experience working in an ITIL-based service management environment.

• Experience with Incident, Problem, Change, and Major Incident Management.

• Experience supporting 24x7 production environments.

• Experience working with monitoring and ticketing platforms.

• Experience with infrastructure automation and scripting, particularly PowerShell.

• Experience supporting hybrid on-premises and cloud environments.

• Strong documentation and knowledge-management skills.

• Ability to communicate effectively with technical and non-technical stakeholders.

 

Education & Experience

Education:

• Bachelors degree or equivalent qualification in Computer Science, Information Technology, or a related discipline preferred.

Experience:

• Typically 10+ years of experience in server/infrastructure support, systems administration, or IT infrastructure operations.

• Demonstrated experience operating at a Level 3 / senior escalation support level.

• Hands-on experience supporting production Windows/Linux and cloud infrastructure environments.

 

Certifications Preferred

• Microsoft Certified: Azure Administrator Associate

• Microsoft Certified: Windows Server / Hybrid Administrator

• Microsoft Certified: Identity and Access Administrator

• VMware certifications

• Veeam certifications

• ITIL Foundation

• Relevant Linux certifications

 

Key Performance Indicators (KPIs)

The role may be measured against:

• Server availability and uptime

• SLA compliance

• Mean Time to Resolve (MTTR)

• Critical incident resolution

• Backup success rate

• Patch compliance

• Vulnerability remediation

• Infrastructure monitoring compliance

• Change success rate

• Recurring incident reduction

• Disaster recovery test success

• Documentation and KB compliance

• Customer/stakeholder satisfaction

 

Working Model

• Support production infrastructure based on business requirements.

• Participate in on-call, weekend, or after-hours support for critical infrastructure when required.

• Participate in major incident bridges and planned maintenance activities.

• Collaborate with distributed infrastructure, security, network, cloud, and application teams.