Senior Associate Engineer - Networks

Key Responsibilities :

• Monitor customer infrastructure components like servers, networks, firewalls using monitoring tools as part of the NOC team.
• Ensure that effective follow-up communication via mail and phone is delivered to keep customer aware of the developments on his/her reported issue.
• Develop strong working relationships with on-site engineers and work together as a single team.
• Provide L1/L2 support and resolution in as many of the following technical areas as possible:
• Network access, internet access, DNS, DHCP issues
• Routing, switching and firewall issues
• VoIp Telephony issues
• Storage issues, backup and restore issues
• Anti-virus and other endpoint system management issues on tools like Symantec, Bitdefender
• User account creation, management, basic AD issues, license management
• Office 365, Exchange e-mail client & server management
• Desktop & laptop hardware issues - escalation support
• Parts ordering and asset tracking
• Patch management of desktops and servers using tools like SCCM
• Virtual machine installation and management on Hyper-V, Azure and AWS
• SDN monitoring and first level support
• Working knowledge of SIEM tools like CyberArk, FortiSIEM
• Be part of the pool of resources manning the 24x7 support helpline and take calls/chats coming in from end-customers to understand the issues being faced and document the same in the ticketing systems.
• Monitor incoming mails and auto-ticketing tools and ensure timely response and resolution to customers.
• Update ticketing systems with the appropriate information as case progresses and manage tickets for higher level escalation teams.
• Must have knowledge reparably in OKta/Wintel/HyperV/Azure.

Preferred Skills:

• Excellent customer facing skills with fluency in written and spoken English.
• Bachelor s degree in Science or higher. (B.E/B.Tech preferred).
• MCSE/CCNA preferred.
• Practical knowledge of monitoring tools like Solarwinds, Auvik, Connectwise Automate, SCCM, Elk Stack, Netview etc
• Ability to quickly scale up and learn technologies outside of core areas of expertise.
• Proven experience of effectively handling customer dissatisfaction.
• Understanding of ITIL concepts and processes.
• Basic understanding of virtualization technologies is an added advantage.