Technical Support Engineer - NOC

You should have a total of 3-5 years of experience in Monitoring and possess L1 level knowledge in the IT infrastructure domain. You must demonstrate a good understanding of monitoring tools such as SolarWinds and ITSM tools. Your responsibilities will include providing timely responses to incidents, requests, outages, and performance alerts. It is essential to categorize issues for escalation to appropriate technical teams and understand reporting based on customer requirements. You will be required to recognize, identify, and prioritize incidents in accordance with customer business requirements, organizational policies, and operational impact. Collecting and reviewing performance reports for various systems to report trends in hardware and application performance will be part of your duties. Monitoring Windows server backup and informing in case of any failures, as well as having knowledge and understanding of OS and Patch Management, are crucial aspects of the role. Your tasks will involve monitoring various information and network systems, including telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems, and core applications. Documenting all actions in accordance with standard company policies and procedures, notifying customers and third-party service providers of issues, outages, and remediation status, and working with internal and external technical and service teams will also be part of your responsibilities. You should be able to perform basic systems testing and operational tasks such as the installation of patches, network connectivity testing, and script execution. Supporting multiple technical teams in 24 x 7 NOC operational environments with high uptime requirements and being comfortable working in day/night shifts are essential for this role. Preferred qualifications include 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, and a minimum of three years of experience supporting and monitoring network systems, servers, or storage in an enterprise environment. Understanding key network monitoring protocols including SNMP, NetFlow, WMI, syslog, etc., and knowledge of Microsoft server OS and Network Devices are also desired competencies.,