Service Support Engineer

XTIUM

Job Overview

Location

India - Remote

Job Type

Full-time

Full Job Description

📋 Description

• As a Service Support Engineer at XTIUM, you will play a critical role in ensuring the stability, performance, and security of cloud-based managed service provider (MSP) environments for global clients, directly contributing to operational excellence and customer satisfaction through proactive technical support and issue resolution.
• You will serve as a trusted technical advisor and first-line responder, diagnosing and resolving complex infrastructure issues across hybrid IT ecosystems while maintaining clear communication with clients and internal teams to drive timely solutions and continuous service improvement.
• Day-to-day responsibilities include debugging and troubleshooting Windows, Linux, and macOS systems; administering domain controllers, Active Directory, DNS, and DHCP services; managing server environments (Windows Server 2008–2019); configuring and monitoring alerts via RMM tools such as Kaseya, SolarWinds RMM, and Ninja; overseeing backup solutions including Veeam, Acronis, and Veritas; and managing virtualization platforms like VMware ESXi, Hyper-V, and KVM.
• You will configure and maintain network infrastructure concepts including TCP/IP, routing, switching, VLANs, and firewalls (Cisco ASA, pfSense, Barracuda); administer Microsoft 365 and Intune environments via the MS CSP Portal, including license management, tenant configuration, and security best practices; apply OS patching using SCCM, WSUS, and WDS; and analyze system logs to identify and mitigate potential failures before they impact users.
• You will engage directly with clients via phone, email, and chat to guide them through technical issue resolution, document system configurations accurately, and escalate alerts appropriately via email or SMS based on severity and SLA requirements.
• The XTIUM team operates with a culture of ownership, collaboration, and continuous learning, where engineers are encouraged to take initiative, share knowledge, and grow both technically and professionally in a supportive, globally distributed environment.
• In this role, you will deepen your expertise in enterprise IT infrastructure, cloud platforms (AWS, Azure, Google Cloud), and MSP toolchains while developing strong client-facing communication and problem-solving skills that position you for advancement into senior engineering, cloud architecture, or technical leadership roles within the organization.

🎯 Requirements

• BSc. in Engineering (Electrical, Telecom, or Computer Science) or equivalent technical background
• Hands-on experience with server administration (Windows Server 2008–2019), Active Directory, DNS, DHCP, and domain controller management
• Proficiency with RMM and monitoring tools (Kaseya, SolarWinds RMM, Ninja, Atera, PRTG, Zabbix, ManageEngine) and backup solutions (Veeam, Acronis, Veritas, SolarWinds)
• Strong understanding of networking fundamentals (TCP/IP, OSI model, switching, routing, VLANs) and firewall/proxy technologies (Cisco ASA, pfSense, Barracuda, McAfee)
• Experience with virtualization (VMware ESXi, Hyper-V, KVM) and cloud platforms (AWS, Azure, Google Cloud, Microsoft 365, Intune)
• Excellent communication, organizational, and multitasking abilities with a customer-driven mindset and ability to thrive in fast-paced, global remote environments

🏖️ Benefits

• Fully remote work opportunity based in India with flexibility to collaborate across global teams
• Exposure to enterprise-grade MSP technologies and hybrid cloud environments used by leading international clients
• Professional growth through hands-on experience with certifications-relevant platforms (CCNA, MCSE, VMware, Veeam, O365, Intune)
• Collaborative, inclusive team culture focused on continuous learning, ownership, and mutual support
• Opportunity to develop both technical depth and client-facing consulting skills in a high-impact support role

Skills & Technologies

AWS

Azure

Linux

Remote

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XTIUM

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About XTIUM

XTIUM is a strategic IT partner specializing in comprehensive, AI-powered managed IT solutions designed for mid-size and enterprise customers across industries like healthcare, finance, and legal. They offer a full suite of services, including Desktop as a Service (DaaS), managed security, managed networks, and unified communications, empowering organizations to navigate IT complexity and cyber threats. XTIUM's solutions are built to support modern remote and hybrid work environments, ensuring secure, scalable access to applications and data from any device. Notably, XTIUM has been recognized as a Visionary in the 2025 Gartner® Magic Quadrant™ for DaaS and a 3x Leader in Gartner’s Magic Quadrant™ for Managed Network Services, underscoring their commitment to reliable, high-performance IT.

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