Technical Support Engineer

Intertec Systems; Abu Dhabi; On-site; AED 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Technical Support Engineer for their NOC team. In this role, you will provide timely responses to incidents and performance alerts, ensuring the smooth operation of critical IT infrastructure. Your expertise in monitoring tools and IT service management will be essential in categorizing issues and escalating them appropriately. This position offers the opportunity to work in a dynamic 24/7 environment, supporting various technical teams while enhancing your skills in network monitoring and systems management. If you're passionate about technology and thrive under pressure, this role is perfect for you.

Qualifications

• 3-5 years of experience in monitoring and L1 IT infrastructure.
• Basic Microsoft and/or Cisco certifications preferred.

Responsibilities

• Respond to incidents, requests, outages, and performance alerts.
• Monitor a variety of information and network systems.

Skills

Windows Monitoring

WMI

Syslog

Patch Management

Cisco

Solarwinds

ITSM

Microsoft Server

Education

Engineering Degree/Diploma (Computers / Electronics)

Tools

SolarWinds

ITSM tools

Job description

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