Technical Support Engineer

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

Job summary

A technology services company in Abu Dhabi is seeking a Technical Support Engineer - NOC to manage incidents and monitoring of IT infrastructure. The ideal candidate will have an engineering degree and 3-5 years of experience, preferably in a NOC environment. Responsibilities include responding to incidents, monitoring systems, and documenting actions. This role supports multiple teams in a 24/7 operational setting.

Qualifications

• 3-5 years of experience in IT infrastructure monitoring.
• ITIL certification preferred.
• Understanding of network monitoring protocols.

Responsibilities

• Provide timely response to incidents and outages.
• Monitor various information and network systems.
• Document all actions in accordance with company policies.

Skills

Basic Microsoft certifications

Basic Cisco certifications (CCNA, MCITP)

Broad experience with monitoring tools

Experience providing remote support

Understanding of key network monitoring protocols

Education

Engineering Degree/Diploma (Computers / Electronics)

Tools

SolarWinds

VMWare

Job description

Overview

JOB TITLE: Technical Support Engineer - NOC

JOB PURPOSE: Provide timely response to all incidents, Requests, outages, and performance alerts.

Qualifications

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