Technical Support Engineer

Job description / Role

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 and 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 24x7 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

Key skills

Cruise, Dcom, HVAC design, Arabic, Asic

Employment type

Full-time

Vacancy

1