Network Support Engineer

Intertec Softwares Pvt Ltd; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading software solutions provider in Dubai is seeking a Technical Support Engineer with 3-5 years of experience in NOC environments. The candidate will be responsible for monitoring various information systems and providing timely responses to incidents and outages. Familiarity with monitoring and ITSM tools is required, along with basic Microsoft and/or Cisco certifications. This role demands the ability to work in a 24 x 7 operational environment with a focus on maintaining service uptime.

Qualifications

• 3-5 years of experience supporting and monitoring network systems, servers, or storage in an enterprise environment.
• Previous NOC experience is strongly preferred.
• Good understanding and experience of monitoring and ITSM tools.

Responsibilities

• Provide timely response to incidents, requests, outages, and performance alerts.
• Monitor Windows server backups and inform in case of failures.
• Support multiple technical teams in 24 x 7 NOC operational environments.

Skills

Monitoring tools (HPE OpsRamp, SolarWinds, Manage Engine)

ITSM tools (Ivanti, Manage Engine, BMC, Service Now)

OS and Patch Management

Network monitoring protocols (SNMP, NetFlow, WMI, syslog)

Education

Basic Microsoft and/or Cisco certifications (CCNA, MCITP)

Tools

HPE OpsRamp

VMWare

Job description

Windows Management Instrumentation (WMI)

HPE opsRamp

ivanti

SNMP

Patch Management

Job Title : Technical Support Engineer

Experience : 3-5 years

Responsibilities

• Good understanding and experience of monitoring tool (such as HPE OpsRamp, SolarWinds, Manage Engine)
• Good understanding and experience on ITSM tool (such as Ivanti, Manage Engine, BMC, Service Now)
• Provide timely response to all Incidents, Requests, outages and performance alerts. Categorize issues for escalation to appropriate technical teams
• Understanding and report preparation 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 up-time requirements. Comfortable working day/night shifts

Qualifications

• 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
• 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