Technical Support Engineer (Monitoring)

Intertec Softwares Pvt Ltd; Dubai; On-site; AED 167,000 - 223,000; Full time

Job summary

Intertec Softwares Pvt Ltd is seeking a Technical Support Engineer to deliver 24x7 monitoring and L1 IT infrastructure support. The role requires 3-5 years of monitoring experience, an engineering degree/diploma, and familiarity with SolarWinds, ManageEngine, and ITSM tools.

You will work with multiple technical teams and report to the SDM - NOC. The ideal candidate possesses strong communication skills, basic MS/Cisco certifications, and hands-on experience with VMware monitoring and network

Qualifications

• Engineering degree or diploma in computers or electronics.
• 3-5 years of experience in monitoring.
• Basic Microsoft and/or Cisco certifications (CCNA, MCITP, etc.).
• Experience monitoring networks, servers or storage in an enterprise environment.

Responsibilities

• Respond to incidents, outages and performance alerts; categorize issues for escalation.
• Monitor and report on hardware and application performance; report trends to predict issues.
• Document actions per company policies; notify customers and third parties of status.
• Support 24x7 NOC operations across multiple technical teams; participate in day/night shifts.

Skills

Customer communication

Written & verbal communication

Interpersonal skills

Remote support

Education

Engineering Degree/Diploma (Computers/Electronics)

Tools

SolarWinds

ManageEngine

ITSM tools

VMware monitoring

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