Server Support Engineer III

Company Information 

At Advarra, we are passionate about making a difference in the world of clinical research and advancing human health. With a rich history rooted in ethical review services combined with innovative technology solutions and deep industry expertise, we are at the forefront of industry change. A market leader and pioneer, Advarra breaks the silos that impede clinical research, aligning patients, sites, sponsors, and CROs in a connected ecosystem to accelerate trials. 

Company Culture  

Our employees are the heart of Advarra. They are the key to our success and the driving force behind our mission and vision. Our values (Patient-Centric, Ethical, Quality Focused, Collaborative) guide our actions and decisions. Knowing the impact of our work on trial participants and patients, we act with urgency and purpose to advance clinical research so that people can live happier, healthier lives.  

At Advarra, we seek to foster an inclusive and collaborative environment where everyone is treated with respect and diverse perspectives are embraced. Treating one another, our clients, and clinical trial participants with empathy and care are key tenets of our culture at Advarra; we are committed to creating a workplace where each employee is not only valued but empowered to thrive and make a meaningful impact. 

Job Duties & Responsibilities 

Principal Duties & Responsibilities    

• Perform and monitor backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery is tested, and evidence of these recorded.  
• Perform requested file recovery operations from backup.  
• Provide telephone and remote technical assistance to Advarra internal users of Applications.  
• Collect and analyze data, providing formatted reports on request.  
• Acts as tier 3 escalation point for service requests.  
• Triage and evaluate escalated problem cases from the help desk team, determining what problem is occurring and proper steps to resolve the issue.  
• Review automatically generated alerts, determining what problem is occurring and proper steps to resolve the issue.  
• Review system telemetry looking for anomalies or other indicators of poor system operation, determining what problem is occurring and proper steps to resolve the issue.  
• Regularly communicates status to end-users and management for impacting issues and updates communication records.  
• Patch and/or upgrade firmware, operating systems, and applications by following internal work instructions and industry best practices. 
• Document the changes made, or any new process implemented.   
• Project plan for any technology change/implementation.  
• Lifecycle management of Server OS & Applications.  
• Licenses Management.  
• Disaster Management.  
• Automation  
• Perform common maintenance tasks by following internal work instructions.  
• Perform access control changes by following internal work instructions.  
• Contribute updates to internal work instructions as systems or processes change.  
• Stays current on the business processes and system use employed by Advarra front-line employees. Follows IT Department and Advarra Procedures.  
• Administer and support Okta Identity Engine, including support of integrated applications and account lifecycle support. 
• Support critical line of business applications. 
• Other duties as assigned. 

Job Requirement  

• Education - B.E/B.Tech (Preferably in Computer Science) 
• Certification  - MCSE & Office 365 

Experience 

• 5-8 years of experience with computing, troubleshooting and resolving server and application issues with an analytical approach 

Knowledge/Skills/Abilities  

• Detail oriented with proven analytical skills including ability to quickly identify errors and determine the underlying systemic problems that perpetuate that category of error 
• Strong research, investigation and evaluation skills 
• Excellent customer service skills 
• Effective and positive interpersonal skills 
• Excellent written English language communication skills 
• Proficient at troubleshooting production issues, solving problems, and implementing updates to production software. 
• Proficient with Windows Server operating systems. 
• Familiar with virtualization. 
• Experience working with Microsoft Active Directory: creating accounts, groups, resetting passwords, troubleshooting group policy. 
• Experience with Microsoft Office 365, Exchange Online, and SharePoint Online. 
• Awareness of AWS EC2, EBS, VPC, and ELB technologies. 
• Familiar with Red Hat and Ubuntu Linux operating systems, Linux’s Bash shell and associated command line tools. 
• Familiarity with Ansible or other task automation tools. 
• Familiarity with TCP and UDP network protocols, basic network troubleshooting. 
• Working knowledge of Change Management principles and best practices. 
• Experience and familiarity with common desktop computing software, including word processors, spreadsheets, e-mail clients, web browsers, & presentation tools 
• Proficient in Microsoft Office Suite   

Location  

This role is open to candidates working hybrid in Bengaluru. 

Physical and Mental Requirements 

• Sit or stand for extended periods of time at stationary workstation 
• Regularly carry, raise, and lower objects of up to 10 Lbs.  
• Learn and comprehend basic instructions 
• Focus and attention to tasks and responsibilities 
• Verbal communication; listening and understanding, responding, and speaking  

Advarra is an equal opportunity employer that is committed to providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identify), national origin, age, disability or genetic information or any other status or characteristic protected by federal, state, or local law.