Description :

Skills :

- Network Operations Center (NOC), ITSM, VMware, Monitoring Tools, HPE OpsRamp, Ivanti

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