Technical Support Engineer (Monitoring)

Intertec Softwares Pvt Ltd; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

A leading software solutions provider based in Dubai is looking for a Technical Support Engineer to provide 24x7 monitoring and support for IT infrastructure. The ideal candidate should have an engineering degree or diploma, 3-5 years of experience in monitoring, and strong communication skills. Familiarity with various monitoring tools and protocols is essential. This role offers the opportunity to work in a dynamic environment with shift flexibility.

Qualifications

• 3-5 years of experience in Monitoring.
• Strong customer communication skills with the ability to communicate clearly.

Responsibilities

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

Skills

Basic Microsoft and/or Cisco certifications (CCNA, MCITP)

Knowledge of monitoring VMWare clusters

Broad experience using monitoring tools

Experience providing remote support

Understanding of network monitoring protocols

Knowledge of Microsoft server OS and Network Devices

Excellent written and interpersonal skills

Education

Engineering Degree/Diploma (Computers / Electronics)

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 statusWork 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