Intertec Systems - Technical Support Engineer - IT Operations

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

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

Desired Skills and Experience

ITSM, Cisco Certified, VMWare ESXi, Remote Troubleshooting, Network Monitoring, Microsoft server, Solarwinds, Patch Management

(ref : hirist.tech)