Technical Support Engineer

3 - 5 Years
4 Openings
Trivandrum

Job Description (JD)

1. ITIL Framework

• Fair understanding of ITIL processes and practices.

• Basic understanding of ticketing tools such as ServiceNow or Remedy.

2. Customer Infrastructure & Desktop Support

• Fair understanding of customer infrastructure.

• Basic hardware knowledge and troubleshooting.

• Desktop support and software installation.

3. Networking

• Basic understanding of IP addressing.

• Familiarity with basic show commands on routers and switches.

• Proficient in basic network troubleshooting tools such as:

  • ping

  • tracert

  • netstat

• Understanding of network monitoring tools:

  • Nagios

  • Cacti

  • SolarWinds

4. Security

• Basic knowledge of Cybersecurity and Incident Response.

• Exposure to threat hunting techniques.

• Familiarity with SIEM tools:

  • QRadar

  • LogRhythm

  • Splunk

• Understanding of External Threat Intelligence and OSINT tools.

5. Server Management

• Familiarity with OS backups and basic network sharing/security.

• Basic server-side hardware knowledge and troubleshooting.

• Experience with server monitoring tools such as:

  • SCOM

  • Nagios

  • SolarWinds

  • New Relic

6. Storage & Backup

• Basic understanding of Storage and Backup Technologies.

• Knowledge of:

  • Backup, restore, and archive operations.

  • Disk drives, RAID, and SAN fabrics.

  • Monitoring of storage and backup environments.

• Familiarity with:

  • Tape Libraries

  • Backup Appliances

  • Virtual Tape Libraries (VTL)

• Basic understanding of related ticketing tools.

7. Infrastructure Monitoring

• Basic understanding of networking concepts.

• Knowledge of various infrastructure components.

8. Database

• Basic knowledge of SQL and Relational Databases.

• Familiarity with:

  • Data management in Excel, MS Access, MySQL, and PostgreSQL.

  • Database concepts such as normalization, indexes, triggers.

  • SQL clients and DB management tools.

9. End User Computing

• Basic endpoint device knowledge.

• Experience with remote support tools.

• Familiarity with:

  • MS Office and related productivity tools.

  • Web browsers and basic internet settings.

  • General network connectivity troubleshooting.

Technical Support,Service Desk,Service Management