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Associate Technical Support Engineer

Intertec Systems
Abu Dhabi, UAE
1 weeks ago
engineeringdesignproject managementmaintenancequality controltechnical
Free

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**Job Purpose**: L1 Support

**Qualification:** Bachelor in Technology, B.E/B.

Tech or Equivalent

**Certification:** CompTIA A+ or CompTIA N+ or any certificate from Microsoft

Responsibilities

  • Monitoring and Surveillance:
  • Utilize multiple monitoring tools to continuously observe network performance and system health.
  • Identify and analyze alerts to detect potential issues or anomalies in real-time.
  • Incident Management:
  • Use IT Service Management (ITSM) systems to log incidents and service requests accurately.
  • Prioritize incidents based on severity and impact, ensuring timely resolution.
  • Communication and Coordination:
  • Alert relevant teams and stakeholders promptly about critical incidents or outages.
  • Collaborate with cross-functional teams to facilitate efficient incident resolution.
  • Documentation and Reporting:
  • Maintain detailed records of incidents, actions taken, and resolutions achieved.
  • Generate regular reports on network performance and incident trends for management review.
  • Escalation Procedures:
  • Follow established escalation protocols for unresolved or high-priority incidents.
  • Ensure that escalated issues are communicated clearly and effectively to senior engineers or management.
  • Continuous Improvement:
  • Participate in post-incident reviews to identify root causes and preventive measures.
  • Suggest improvements to monitoring processes and tools based on observed trends and feedback.
  • Compliance and Security:
  • Adhere to governmental policies and regulations regarding network operations and data security.
  • Ensure that all actions comply with established security protocols and guidelines.

Mandatory

  • Comprehensive knowledge of computer systems and experience with Windows, Windows servers, troubleshooting procedures.
  • Basic networking experience.
  • Proven experience in ticketing systems.

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