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):

Ø Good understanding and experience of monitoring tool (such as HPE OpsRamp, SolarWinds, Manage Engine)

Ø Good understanding and experience on ITSM tool (such as Ivanti, Manage Engine, BMC, Service Now)

Ø Provide timely response to all Incidents, Requests, outages and performance alerts. Categorize issues for escalation to appropriate technical teams

Ø Understanding and report preparation based on the customer requirement.

Ø Recognize, identify and prioritize incidents in accordance with customer business requirements, organizational policies and operational impact

Ø 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

Ø Monitoring Windows server backup and inform in case of any failures.

Ø OS and Patch Management knowledge & understanding

Ø 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

Ø Document all actions in accordance with standard company policies and procedures

Ø Notify customer and third-party service providers of issues, outages and remediation status

Ø Work with internal and external technical and service teams to create and/or update knowledge base articles

Ø Perform basic systems testing and operational tasks (installation of patches, network connectivity testing, script execution, etc.)

Ø 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

Ø Basic Microsoft and/or Cisco certifications (CCNA, MCITP, etc.)

Ø Knowledge of monitoring VMWare clusters in high-availability environments

Ø Broad experience using a variety of monitoring and ticket management tools

Ø Experience providing remote support using virtual desktop tools

Ø 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.

Ø Understanding of key network monitoring protocols including SNMP, NetFlow, WMI, syslog, etc.

Ø Knowledge of Microsoft server OS and Network Devices

Ø 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