Technical Support Engineer

Intertec Systems; Abu Dhabi Industrial City; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading technology services provider is seeking a Technical Support Engineer - NOC to manage and monitor IT infrastructures. Key responsibilities include responding to incidents and service requests, utilizing tools like SolarWinds, and supporting various technical teams in a 24/7 NOC environment. The ideal candidate will possess an Engineering Degree/Diploma and 3-5 years of relevant experience, along with Cisco or Microsoft certifications. Join a dynamic team to enhance network performance and reliability.

Qualifications

• 3-5 years of experience in monitoring and L1 level IT infrastructure knowledge.
• Basic Microsoft or Cisco certifications (CCNA, MCITP).
• Understanding of SNMP, NetFlow, WMI.

Responsibilities

• Respond to incidents, requests, outages, and alerts.
• Monitor Windows server backups and report failures.
• Support multiple technical teams in a 24/7 NOC environment.

Skills

Windows Monitoring

Cisco

ITSM

Microsoft Server

Patch Management

Solarwinds

WMI

Education

Engineering Degree/Diploma (Computers / Electronics)

Tools

SolarWinds

VMWare

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

• 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