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Technical Support Engineer (Monitoring)

Intertec Softwares Pvt Ltdindore, India

6 hours ago

Job description

JOB TITLE : Technical Support Engineer

JOB PURPOSE : 24x7 Monitoring and providing L1 support in IT infrastructure domain.

QUALIFICATION : Engineering Degree / Diploma (Computers / Electronics)

CERTIFICATIONS : ITIL

EXPERIENCE : 3-5 years of experience in Monitoring

REPORTING TO : SDM - NOC

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 / 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

SOFT SKILLS : MANDATORY

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

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Technical Support Engineer • indore, India