Walk In Drive for Engineer- End User Services
1 month ago
Monitor SystemsMonitor all production networks, servers, applications, and services through a centralizedmonitoring console.Alarm Handling and EscalationThe NOC engineer’s principal role is troubleshooting all the technical and quality related issues. Insome instances, the issues are far too complex to be fixed quickly. This is when the NOC engineermust approach the upper management for assistance. They must simultaneously maintaincommunication with the vendors and the team to ensure they remain updated on any issues.Root Cause AnalysisWhen a problem is recognized, NOC Engineers does the root cause analysis (RCA).Report IncidentsNOC engineer should raise an incident which means an unplanned interruption to or qualityreduction of an IT service.When problems are too large or complex for quick troubleshooting, NOC Engineers must escalatethe issue to management, other IT resources or 3rd party vendors for assistance in reaching aresolution.NOC Engineers maintain ongoing communication within the team and externally, to keep allstakeholders aware of relevant, known issues and the steps being taken.
Tracking IssuesIn response to incidents, the NOC engineer should carefully track and document all defects andresolutions in detail.Troubleshooting and ResolutionBeing a NOC Engineer means they oversee resolving all issues concerning their IT services. The NOC Engineer uses standard procedures to troubleshoot and resolve any issues concerning the network.They are always working with other IT teams, customers, and vendors to enhance the routeperformance.User InteractionBeing a NOC engineer means they must regularly interact with the internal stakeholders/end users.Additionally, they must treat the customers with diplomacy and politeness. Although the role of the NOC engineer varies slightly according to the situation, they must handle both the non-technical and technical requirements for the customer.Operational Tasks for NOC engineerLaptop management1. Procurement of new laptops for new joiners or replacements for existing users.2. Laptop configuration for new users.3. All basic software and security compliance applications installation.4. Laptop/Assets inventory to be maintained for all US users.5. Handling lifecycle (Procurement, Maintenance and Disposal) of all assets as per ITAsset Management.
User ManagementAs a part of on-boarding the employee following activities need to be completed.1. User account creation.2. On-Boarding of Users.3. Core5 Access.4. Add user to all US Group Email ID and India Group Email ID.5. Automated Signature creation6. Server access after manager approval.7. Zoom Meeting Center Access8. O365 email account9. MS Teams messenger installation10. Add employee to Sakon University11. Smartsheet Login (If required)12. Sharepoint access. (Based on Manager Approval)13. Login access to Loopio14. Gen5 platform access (Based on Manager Approval)15. Sakon platform access (Based on Manager Approval)
As a part of off-boarding the employee following activities need to be completed.
1. O365 email account disabling2. Removal Sharepoint Access3. Removal from US Group Email4. Remove Automated Signature (Manager Approval)5. Email backup confirmation from Manger6. Email forwarding to reporting Manager7. Disable Core 5 account and access8. Disable user from all MM & WM portals including the customer & demo9. Remove employee from Sakon University
NOTE : Any other access removal need to be confirmed from the reporting manager over email.IT Asset Management (ITAM)
1. Maintain an inventory of the assets owned by all employees.2. Keep a track of all the Networking devices hosted in the Burlington/Concord office.3. During Employee off-boarding all assets need to be collected4. Sakon Laptop, IBM Laptop (if assigned).5. Desktop, Additional monitors, headset, keyboard, mouse, data card etcSoftware Asset Management (SAM)1. Inventory management of software assets2. Maintaining accurate discovery, tracking, and management of licenses, costs, and risks associatedwith software assets.3. Maintaining a repository for license entitlements assigned to users
Ticket Management1. Tickets assigned should be catered as per the SLA2. The tickets should be well documented in terms of the cause, resolutions, next POA and nextcustomer contact.3. A daily Ticket report should be sent to the management with the status of the tickets4. Hand off template to be shared with the team for any pending tickets.ProcessesMaintain a good understanding of all NOC processes and implement them appropriately.Following are some ISMS processes that NOC team is supposed to perform1. Generating IBM Beekeeper reports for all users having IBM laptops every quarter.2. Perform an Audit of Desktop/Laptop Software Compliance every quarter.3. Email Object Cleanup/ user account cleanup regularly on weekly basis.4. Identity, access rights and user account management.5. Internal audits and certification audits.
Skills Required
1. Hands on knowledge and experience working on Mac OS.2. Formatting and upgrading Windows, Mac OS.3. Basic knowledge of the OSI model, switching and internet routing technologies4. Basic understanding of network monitoring concepts and management tools.5. Ability to assess faults, prioritise, respond and escalate accordingly.6. Clear communicator (both written and verbal).7. Provided technical support for operational administration, Directory Services, servers, and TCP/IPnetworks.8. VPN Troubleshooting on calls with customer network teams to successfully establish connectivity.9. Performed external and internal DNS configuration and management tasks10. Ensuring correct comprehension, response time and resolution of issues/requests/emails.11. Proficient and knowledgeable about networks and how to properly troubleshoot variousprob
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