Technical Support Engineer (Monitoring)

Intertec Softwares; Dubai; On-site; AED 67,000 - 100,000; Full time

Job summary

Intertec Softwares in Dubai is seeking a Technical Support Engineer to deliver 24x7 monitoring and L1 IT infrastructure support. You will respond to incidents, classify issues, and work with multiple technical teams to ensure uptime.

The role requires an Engineering degree or diploma, ITIL, and 3-5 years of monitoring experience, with strong communication skills. Shift work is expected; reporting to SDM - NOC and collaborating across networks, servers, storage, and VoIP systems.

Qualifications

• Engineering Degree/Diploma (Computers / Electronics).
• ITIL certification.
• 3-5 years of experience in monitoring.
• Experience with monitoring tools and ITSM.
• Strong written and verbal communication skills.

Responsibilities

• Good understanding and experience of monitoring tool (SolarWinds Manage Engine) and ITSM tool.
• Provide timely response to incidents, outages and performance alerts; categorize issues for escalation.
• Prepare reports based on customer requirements.
• Recognize, identify and prioritize incidents per business impact.
• Collect and review performance reports; predict future issues or outages.
• Monitor Windows server backup and inform on failures.
• OS and patch management knowledge.
• Monitor networks, servers, storage, and related devices; document actions per policies.
• Notify customers and third-party providers of issues and statuses.
• Collaborate with teams to update knowledge base articles.
• Perform basic testing and operational tasks (patches, connectivity tests, scripts).
• Support 24x7 NOC with day/night shifts.

Skills

Customer communication

Verbal communication

Written communication

Education

Engineering Degree/Diploma (Computers / Electronics)

Tools

Monitoring tools

Ticket management tools

Remote support tools

VMware monitoring

SNMP

NetFlow

WMI

Syslog

Job description

JOB TITLE: Technical Support Engineer

JOB PURPOSE: 24x7 Monitoring and providing L1 support in IT infrastructure domain.

QUALIFICATION: Engineering Degree/Diploma (Computers / Electronics)

CERTIFICATIONS: ITIL

EXPERIENCE: 3-5 years of experience in Monitoring

REPORTING TO: SDM - NOC

RESPONSIBILITIES (INCLUDES ALL TASKS):

• Good understanding and experience of monitoring tool (SolarWinds Manage Engine) and ITSM tool
• 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

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
• Excellent written verbal and interpersonal skills

SOFT SKILLS:

MANDATORY

• Strong customer communication skills (Written and verbal) with the ability to communicate clearly with customers

Required Experience:

Manager