JOB TITLE:Technical Support Engineer - NOCJOB PURPOSE:Provide timely response to all incidents, Requests, outages, and performance alerts. QUALIFICATION:Engineering Degree/Diploma (Computers / Electronics) CERTIFICATIONS:ITILEXPERIENCE:Total 3-5 years of experience in Monitoring and L1 level knowledge in IT infrastructure domain.REPORTING TO:Service Delivery ManagerRESPONSIBILITIES (INCLUDES ALL TASKS): Good understanding of monitoring tool (SolarWinds) and ITSM toolProvide timely response to all incidents, Requests, outages and performance alerts. Categorize issues for escalation to appropriate technical teamsUnderstanding on reporting based on the customer requirement.Recognize, identify and prioritize incidents in accordance with customer business requirements, organizational policies and operational impactCollect 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 outagesMonitoring Windows server backup and inform in case of any failures.OS and Patch Management knowledge & understandingMonitor 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 applicationsDocument all actions in accordance with standard company policies and proceduresNotify 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 articlesPerform 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 shiftsTECHNICAL SKILLS /COMPETENCIES:MANDATORY PREFERRED QUALIFICATIONSBasic Microsoft and/or Cisco certifications (CCNA, MCITP, etc.)Knowledge of monitoring VMWare clusters in high-availability environmentsBroad experience using a variety of monitoring and ticket management toolsExperience providing remote support using virtual desktop toolsA 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