Associate Technical Support Engineer

Intertec Systems; Abu Dhabi; On-site; AED 70,000 - 95,000; Full time

Job summary

Intertec Systems is seeking an Associate Technical Support Engineer to provide L1 Support and ensure network health through monitoring and incident management.

The ideal candidate will have a Bachelor in Technology, 2-3 years of experience, and a solid understanding of troubleshooting procedures. Responsibilities include collaborating with teams, documenting incidents, and ensuring compliance with security guidelines.

Qualifications

• 2-3 years of experience in L1 Support or technical troubleshooting.
• Comprehensive knowledge of computer systems and experience with Windows and Windows servers.

Responsibilities

• Utilize multiple monitoring tools to continuously observe network performance and system health.
• Identify and analyze alerts to detect potential issues in real-time.
• Collaborate with cross-functional teams for incident resolution.
• Maintain detailed records of incidents and actions taken.
• Adhere to governmental policies regarding network operations.

Skills

L1 Support

Network performance monitoring

Incident management

Cross-functional collaboration

Documentation

Data security compliance

Education

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

Tools

IT Service Management (ITSM) systems

Monitoring tools

Windows operating systems

Job description

Job Tiitle: 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.

Stay up to date with insights from Intertec