Technical Support Engineer (Monitoring)
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Job Summary
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
