Technical Support Engineer

Skills:

Network Operations Center (NOC), ITSM, VMware, Monitoring Tools, HPE OpsRamp, Ivanti,

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)

Good understanding and experience of monitoring tool (such as

HPE OpsRamp,

SolarWinds, Manage Engine

)Good understanding and experience on ITSM tool (such as Ivanti, Manage Engine, BMC, Service Now)Provide timely response to all Incidents, Requests, outages and performance alerts. Categorize issues for escalation to appropriate technical teamsUnderstanding and report preparation based on the customer requirement.Recognize, identify and prioritize incidents in accordance with customer business requirements, organizational policies and operational impactCollect 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 outagesMonitoring Windows server backup and inform in case of any failures.OS and Patch Management knowledge & understandingMonitor 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 applicationsDocument all actions in accordance with standard company policies and proceduresNotify customer and third-party service providers of issues, outages and remediation statusWork with internal and external technical and service teams to create and/or update knowledge base articlesPerform 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 environmentsBroad experience using a variety of monitoring and ticket management toolsExperience providing remote support using virtual desktop toolsA 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 DevicesExcellent written, verbal and interpersonal skills

OPTIONAL

Soft Skills

MANDATORY

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