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)

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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

• 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.

• 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

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

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.