Technical Support Engineer

JOB TITLE: Technical Support Engineer - NOC

JOB PURPOSE: Provide timely response to all incidents, Requests, outages, and performance alerts.

QUALIFICATION: Engineering Degree/Diploma (Computers / Electronics)

CERTIFICATIONS: ITIL

EXPERIENCE: Total 3-5 years of experience in Monitoring and L1 level knowledge in IT infrastructure domain.

REPORTING TO: Service Delivery Manager

RESPONSIBILITIES (INCLUDES ALL TASKS):

• Good understanding of monitoring tool (SolarWinds) and ITSM tool
• Provide timely response to all incidents, Requests, outages and performance alerts. Categorize issues for escalation to appropriate technical teams
• Understanding on reporting 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 uptime requirements. Comfortable to work in 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