L3 Infrastructure Engineer

Job summary

TCS is seeking an L3 Infrastructure Engineer to provide advanced technical support for IT infrastructure issues. This role involves troubleshooting, configuration, and repair across server, network, and data center environments, acting as a key interface between customers and the Product & Engineering team. The engineer will resolve complex incidents that cannot be handled by lower-tier support, requiring strong communication and problem-solving skills.

Benefits

Qualifications

• Experience as a Tier 3 (L3) IT Infrastructure engineer dealing with technical problems
• Expertise in solving difficult technical issues
• Years of experience managing and resolving complex problems requiring high expertise
• Ability to control infrastructure, cloud, network, and Data Center level operations
• Proficiency in high-end administration tasks
• Ability to replicate problems to detect root causes
• Access to high technological support for fixing issues or developing new features
• Experience working with chief engineers who designed the product or service
• Customer-facing role requiring excellent verbal and written communication skills
• Ability to work under pressure during critical incidents
• Cisco CCNA certification
• Ability to support IT Cabling, Infrastructure Planning, and Design
• Experience with packet capturing tools like Wireshark
• Knowledge of site infrastructure (e.g., Power/UPS, HVAC, cabling)
• Experience installing and troubleshooting server room hardware components (e.g., Rack Servers, Fiber, switches, disk drives, memory)
• Experience administering Windows server operating systems (e.g., Windows Server 2016), including monitoring, troubleshooting, and parts swaps/repair
• Working knowledge and experience supporting hardware for servers, data backup libraries, and SAN/NAS
• Knowledge of Server 2012/2016 Policy and Security Management
• Knowledge of ANDON and PLC (Programmable Logical Controls) support
• Excellent troubleshooting (critical thinking), problem-solving, and root cause analysis skills for Outage & Problem Management

Responsibilities

• Troubleshoot, configure, administer databases, and repair servers, networks, infrastructure, Data Centers, email, and file shares
• Deploy solutions to new technical problems
• Manage and resolve complex technical problems requiring high expertise
• Control infrastructure, cloud, network, and Data Center level operations
• Perform high-end administration tasks
• Replicate problems to detect root causes
• Provide support to customers by researching, diagnosing, troubleshooting, and resolving incidents unresolvable by Tier 1 support
• Provide support for software and hardware technical problems
• Handle tickets routed by L1 support or create tickets for observed issues
• Act as a front-line interface between customers and the Product & Engineering team
• Operate as a second level of support after basic user-level Remote Support (L1)
• Provide customer support by resolving technical support incidents or service requests according to service level agreements
• Troubleshoot and administer Cisco Layer 2 & Layer 3 Routing, Cisco Wireless Networks, Cisco PBX Administration, and Cisco standard protocols
• Support IT Cabling, Infrastructure Planning, and Design (e.g., cable patching, switch configuration/deployment, port enable/disable, network traffic analysis)
• Perform network maintenance, support, and refresh
• Provide Smart Hands for remote teams and manage 3rd party vendors for issue escalation/resolution
• Manage Data Center (Server Room) infrastructure (e.g., Power/UPS, HVAC, cabling)
• Install and troubleshoot server room hardware components (e.g., Rack Servers, Fiber, switches, disk drives, memory)
• Administer Windows server operating systems (e.g., Windows Server 2016), including monitoring, troubleshooting, and parts swaps/repair
• Manage DHCP, DNS, Print Server, File Shares, and Microsoft SCCM

Skills

Certifications

Degrees

Languages

Work schedule

Travel

Relocation