L1 NOC End user devices Engineer

6 days ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Sharaf DG Full time

Abu Dhabi, United Arab Emirates | Posted on 01/13/2025

We are seeking an experienced L1 NOC End User Devices Engineer to join our IT operations team. The ideal candidate will have a foundational understanding of End User Devices and possess a strong desire to develop their technical skills in a dynamic and mission-critical environment. The L1 NOC End User Devices Engineer serves as the first point of contact for monitoring and responding to alerts, troubleshooting issues, and ensuring the stability and performance of End User Devices.

Key Responsibilities:

  1. Monitoring and Incident Detection:
    Continuously monitor End User Devices using Nextthink. Respond promptly to alerts and incidents, ensuring swift detection and resolution of issues. Escalate complex problems to L2 or L3 engineers following established protocols.
  2. Initial Troubleshooting:
    Perform troubleshooting on End User Devices including Desktops, Laptops, VDI systems, Windows and Linux OS, databases, storage systems, cloud solutions, virtual environments, and MS Azure. Utilize remote tools to access and troubleshoot End User Devices and workstations. Document all incidents, troubleshooting steps, and resolutions in the incident management system. Categorize and prioritize incidents based on severity and impact. Maintain timely communication with affected stakeholders, providing updates until the issue is resolved. Follow up on escalated issues to ensure they are addressed by higher-level support teams.
  3. End User Devices and Maintenance:
    Assist in routine maintenance tasks, including applying patches, updates, and configuration changes. Support health checks on End User Devices to ensure optimal performance.
  4. Documentation and Reporting:
    Maintain accurate and up-to-date documentation of End User Devices topology, configurations, and standard operating procedures (SOPs). Generate daily, weekly, and monthly reports on performance, incidents, and other key metrics.
  5. Collaboration and Communication:
    Collaborate with L2 and L3 engineers, as well as other IT teams, to resolve complex issues and improve device reliability. Participate in team meetings to discuss ongoing issues, share knowledge, and contribute to continuous improvement initiatives.
  6. Shift Work and On-Call Support:
    Be willing to work in a 24/7 shift environment, providing round-the-clock support as part of the NOC team. Participate in on-call rotations to ensure coverage during off-hours and weekends.
Requirements

Required Qualifications:

  1. Experience: 3+ years of experience in large industry monitoring desktops, laptops, and workstations.
  2. Technical Skills: Proven experience in troubleshooting infrastructure components such as Desktops, Laptops, VDI systems, Windows and Linux OS, databases, storage systems, cloud solutions, virtual environments, and MS Azure.
  3. Monitoring Tools: Proficient in using End User Devices tools (Nextthink) and incident management systems (ServiceNow).
  4. Troubleshooting: Strong analytical and problem-solving skills, with the ability to perform basic troubleshooting on network and system issues.
  5. Communication: Excellent written and verbal communication skills, with the ability to document and explain technical issues clearly.
  6. Certifications: Preferred certifications include Microsoft, Linux, Cloud, Hardware, and Nexthink.

Preferred Qualifications:

  1. Experience in a 24/7 operations environment, particularly in a NOC or similar role.
  2. Familiarity with ITIL processes, especially incident and problem management.
  3. Knowledge of cloud environments (e.g., AWS, Azure) and their monitoring tools.
  4. Good understanding of digital and cybersecurity service management processes.
  5. Exposure to configuration management tools.
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