Technical Support Engineer

4 weeks ago

Indore, India Intertec Softwares Pvt Ltd Full time

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




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