Technical Support Engineer

2 weeks ago

Abu Dhabi, United Arab Emirates Intertec Systems Full time

Skills: Windows Monitoring, WMI, Syslog, Patch Management, Cisco, Solarwinds, ITSM, Microsoft Server. JOB TITLE: Technical Support Engineer - NOC JOB PURPOSE: Provide timely response to all incidents, Requests, outages, and performance alerts. QUALIFICATION: Engineering Degree/Diploma (Computers / Electronics). CERTIFICATIONS: ITIL. EXPERIENCE: Total 3-5 years of experience in Monitoring and L1 level knowledge in IT infrastructure domain. REPORTING TO: Service Delivery Manager. Responsibilities (includes All Tasks) Good understanding of monitoring tool (SolarWinds) and ITSM tool. Provide timely response to all incidents, Requests, outages and performance alerts. Categorize issues for escalation to appropriate technical teams. Understanding on reporting 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 uptime requirements. Comfortable to work in 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. #J-18808-Ljbffr

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