Senior Associate Engineer - Networks

Working Conditions:Flexible to work in Shifts.

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.
• Bachelors 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.