Technical Support Engineer

18 hours ago

Indore, Madhya Pradesh, India Intertec Softwares Pvt Ltd Full time

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 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

OPTIONAL

SOFT SKILLS:

MANDATORY

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

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