Technical Support Engineer (Monitoring)

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

Job summary

A leading software solutions company in Dubai is seeking a Technical Support Engineer to provide 24x7 L1 support for IT infrastructure. Candidates should have 3-5 years of monitoring experience and must possess an Engineering degree or diploma. The role involves responding to incidents, monitoring systems, and communicating efficiently with customers. This position requires working in a fast-paced NOC environment with day/night shifts.

Qualifications

• 3-5 years of experience in Monitoring.
• Strong customer communication skills.
• Experience providing remote support.

Responsibilities

• Provide timely response to incidents and performance alerts.
• Monitor a variety of information and network systems.
• Document all actions in accordance with company policies.

Skills

Monitoring tool experience (SolarWinds Manage Engine)

Basic Microsoft certifications (CCNA, MCITP)

Communication skills

Knowledge of monitoring VMware clusters

Network monitoring protocols (SNMP, NetFlow)

Education

Engineering Degree/Diploma (Computers / Electronics)

Tools

ITSM tools

Virtual desktop tools

Job description

Overview

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

• 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