Job Title : Technical Support Engineer

Experience : 3-5 years

Responsibilities :

• 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

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