Technical Support Engineer (Monitoring)

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