Associate Technical Support Engineer

Intertec Systems; Abu Dhabi; Presencial; AED 60 000 - 90 000; Tempo integral

Resumo da oferta

Intertec Systems is seeking an Associate Technical Support Engineer to provide L1 support, monitor networks, and log incidents in ITSM tools. You will identify issues, coordinate with teams, and document resolutions to improve service quality.

Ideal candidates hold a technology degree, have 2-3 years of experience, and possess certifications such as CompTIA A+/N+ or Microsoft certificates.

Qualificações

• Bachelor's degree in Technology or equivalent.
• Certifications in CompTIA A+/N+ or Microsoft products are preferred.
• 2-3 years of relevant experience in technical support.

Responsabilidades

• Monitor and observe network performance using multiple monitoring tools.
• Identify alerts and analyze issues in real time for swift resolution.
• Log incidents and requests in ITSM systems and prioritize by severity.
• Coordinate with cross‑functional teams and escalate when needed.
• Document actions, resolutions, and incident trends for management.

Conhecimentos

Windows troubleshooting

Network monitoring

Incident resolution

Formação académica

Bachelor in Technology / B.E. / B.Tech

Ferramentas

ITSM tools

Descrição da oferta de emprego

Job Tiitl e: Associate Technical Support Engineer

Job Purpose

L1 Support

Qualification

Bachelor in Technology, B.E/B. Tech or Equivalent

Certification

CompTIA A+ or CompTIA N+ or any certificate from Microsoft

Experience

2 -3 Year

Responsibilities

• Monitoring and Surveillance:
• Utilize multiple monitoring tools to continuously observe network performance and system health.
• Identify and analyze alerts to detect potential issues or anomalies in real-time.
• Use IT Service Management (ITSM) systems to log incidents and service requests accurately.
• Prioritize incidents based on severity and impact, ensuring timely resolution.
• Communication and Coordination:
• Alert relevant teams and stakeholders promptly about critical incidents or outages.
• Collaborate with cross-functional teams to facilitate efficient incident resolution.
• Documentation and Reporting:
• Maintain detailed records of incidents, actions taken, and resolutions achieved.
• Generate regular reports on network performance and incident trends for management review.
• Follow established escalation protocols for unresolved or high-priority incidents.
• Ensure that escalated issues are communicated clearly and effectively to senior engineers or management.
• Participate in post-incident reviews to identify root causes and preventive measures.
• Suggest improvements to monitoring processes and tools based on observed trends and feedback.
• Compliance and Security:
• Adhere to governmental policies and regulations regarding network operations and data security.
• Ensure that all actions comply with established security protocols and guidelines.

Mandatory

• Comprehensive knowledge of computer systems and experience with Windows, Windows servers, troubleshooting procedures.

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