Technical Support Engineer

Intertec Systems; Abu Dhabi; On-site; AED 90,000 - 120,000; Full time

Job summary

A leading technology services provider based in Abu Dhabi is looking for a skilled Technical Support Engineer - NOC. In this role, you will provide timely responses to incidents, monitor IT systems using tools like SolarWinds, and ensure high uptime requirements in a 24/7 operational environment. Candidates should have 3-5 years of relevant experience, possess an Engineering degree, and be familiar with Microsoft and Cisco certifications. This position offers a dynamic work environment with potential day/night shifts.

Qualifications

• 3-5 years of experience in monitoring and L1 level knowledge in IT infrastructure domain.
• Basic Microsoft and/or Cisco certifications (CCNA, MCITP, etc.).
• Understanding of key network monitoring protocols including SNMP, NetFlow, WMI, syslog.

Responsibilities

• Provide timely response to incidents, requests, outages, and performance alerts.
• Document all actions per company policies.
• Support multiple technical teams in 24 x 7 NOC environments.

Skills

Windows Monitoring

WMI

Syslog

Patch Management

Cisco

Solarwinds

ITSM

Microsoft Server

Education

Engineering Degree/Diploma (Computers / Electronics)

Tools

SolarWinds

ITSM tool

Monitoring 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.