Technical Support Engineer

JOB TITLE:

Technical Support Engg

LOCATION

Indore India

JOB PURPOSE:

24x7 Monitoring and providing L1 support in IT infrastructure domain.

QUALIFICATION:

Engineering Degree/Diploma (Computers / Electronics)

CERTIFICATIONS:

ITIL foundation

EXPERIENCE:

3-5 years of experience in Monitoring

REPORTING TO:

SDM - NOC

RESPONSIBILITIES (INCLUDES ALL TASKS):

ØGood understanding and experience of monitoring tool (such as HPE OpsRamp SolarWinds Manage Engine)

ØGood understanding and experience on ITSM tool (such as Ivanti Manage Engine BMC Service Now)

ØProvide timely response to all Incidents Requests outages and performance alerts. Categorize issues for escalation to appropriate technical teams

ØUnderstanding and report preparation based on the customer requirement.

ØRecognize identify and prioritize incidents in accordance with customer business requirements organizational policies and operational impact

ØCollect 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

ØMonitoring Windows server backup and inform in case of any failures.

ØOS and Patch Management knowledge & understanding

ØMonitor 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

ØDocument all actions in accordance with standard company policies and procedures

ØNotify customer and third-party service providers of issues outages and remediation status

ØWork with internal and external technical and service teams to create and/or update knowledge base articles

ØPerform basic systems testing and operational tasks (installation of patches network connectivity testing script execution etc.)

ØSupport multiple technical teams in 24 x 7 NOC operational environments with high up-time requirements. Comfortable working day/night shifts

TECHNICAL SKILLS /COMPETENCIES:

MANDATORY

ØBasic Microsoft and/or Cisco certifications (CCNA MCITP etc.)

ØKnowledge of monitoring VMWare clusters in high-availability environments

ØBroad experience using a variety of monitoring and ticket management tools

ØExperience providing remote support using virtual desktop tools

ØA minimum of three years of experience supporting and monitoring network systems servers or storage in an enterprise environment. Previous NOC experience is strongly preferred.

ØUnderstanding of key network monitoring protocols including SNMP NetFlow WMI syslog etc.

ØKnowledge of Microsoft server OS and Network Devices

ØExcellent written verbal and interpersonal skills

OPTIONAL

SOFT SKILLS:

MANDATORY

Strong customer communication skills (Written and verbal) with the ability to communicate clearly with customers