JOB TITLE: Technical Support Engineer
JOB PURPOSE: 24x7 Monitoring and providing L1 support in IT infrastructure domain.
QUALIFICATION: Engineering Degree/Diploma (Computers / Electronics)
CERTIFICATIONS: ITIL
EXPERIENCE: 3-5 years of experience in Monitoring
REPORTING TO: SDM - NOC
RESPONSIBILITIES (INCLUDES ALL TASKS):
- Good understanding and experience of monitoring tool (SolarWinds, Manage Engine) and ITSM tool
- Provide timely response to all incidents, Requests, outages and performance alerts.
Categorize issues for escalation to appropriate technical teams - Understanding and report preparation based on the customer requirement.
- Recognize, identify and prioritize incidents in accordance with customer business requirements, organizational policies and operational impact
- Collect and review performance reports for various systems, and report trends in hardware and application performance to assist senior technical personnel to predict future issues or outages
- Monitoring Windows server backup and inform in case of any failures.
- OS and Patch Management knowledge & understanding
- Monitor a wide variety of information and network systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems and core applications
- Document all actions in accordance with standard company policies and procedures
- Notify customer and third-party service providers of issues, outages and remediation status
- Work with internal and external technical and service teams to create and/or update knowledge base articles
- Perform basic systems testing and operational tasks (installation of patches, network connectivity testing, script execution, etc.)
- Support multiple technical teams in 24 x 7 NOC operational environments with high up-time requirements.
Comfortable working day/night shifts
TECHNICAL SKILLS /COMPETENCIES:
MANDATORY
- Basic Microsoft and/or Cisco certifications (CCNA, MCITP, etc.)
- Knowledge of monitoring VMWare clusters in high-availability environments
- Broad experience using a variety of monitoring and ticket management tools
- Experience providing remote support using virtual desktop tools
- A minimum of three years of experience supporting and monitoring network systems, servers or storage in an enterprise environment.
Previous NOC experience is strongly preferred.
- Understanding of key network monitoring protocols including SNMP, NetFlow, WMI, syslog, etc.
- Knowledge of Microsoft server OS and Network Devices
- Excellent written, verbal and interpersonal skills
SOFT SKILLS:
MANDATORY
- Strong customer communication skills (Written and verbal), with the ability to communicate clearly with customers