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Associate Technician - IT Networks

KBR
Chennai, IND
Full-time
Entry · 0–2 years experience
Onsite
Discovered 1 weeks ago
linuxservicenow

Full Job Posting

Experience

  • 0–2 years of experience in a NOC, Help Desk, or IT support environment preferred
  • Familiarity with monitoring tools (e.g., ScienceLogic, SolarWinds) is a plus but not required
  • Experience with ITSM platforms (e.g., ServiceNow) preferred
  • Certifications (Preferred)
  • CompTIA Network+ and/or Security+ (or willingness to obtain)
  • ITIL Foundation certification (or willingness to obtain within 6 months)
  • Skills & Competencies
  • Basic understanding of networking concepts (TCP/IP, DNS, DHCP, WAN/LAN)
  • Basic understanding of Windows and Linux server management
  • Strong problem-solving and analytical skills
  • Ability to follow documented processes and procedures
  • Effective verbal and written communication skills
  • Ability to prioritize tasks in a fast-paced environment
  • Attention to detail and strong organizational skills
  • Ability to work independently and as part of a team
  • Work Environment
  • 24x7 operations center environment
  • Shift-based work schedule
  • Occasional high-pressure situations requiring rapid response
  • Success Factors
  • Timely and accurate incident response and escalation
  • High-quality ticket documentation
  • Adherence to SLAs and operational procedures
  • Strong collaboration with internal support teams
  • Education
  • High school diploma or equivalent required

Preferred Qualifications

  • Associate degree or technical training in IT or related field preferred
  • 0–2 years of experience in a NOC, Help Desk, or IT support environment preferred
  • Familiarity with monitoring tools (e.g., ScienceLogic, SolarWinds) is a plus but not required
  • Experience with ITSM platforms (e.g., ServiceNow) preferred
  • Certifications (Preferred)

Responsibilities

  • Monitor network, systems, applications, and environmental alerts using enterprise monitoring tools
  • Identify, acknowledge, and perform initial triage of alerts in a timely manner
  • Escalate incidents to appropriate support teams based on defined procedures
  • Create, update, and manage incident tickets in the IT service management (ITSM) system
  • Ensure all tickets contain accurate, detailed, and timely documentation
  • Track incidents through resolution and follow up as needed
  • Support major incident coordination, including internal updates and stakeholder communication
  • Perform basic troubleshooting of network, server, and application issues using documented procedures
  • Gather relevant diagnostic information before escalation
  • Apply standard operating procedures (SOPs) and knowledge base articles
  • Serve as a primary point of contact for incident status updates
  • Communicate clearly and professionally with internal teams and stakeholders
  • Provide timely updates on incident progress and resolution
  • Escalate incidents based on severity, impact, and defined service level agreements (SLAs)
  • Coordinate with Tier 2/3 teams to ensure efficient resolution
  • Follow established processes for change management and maintenance activities
  • Monitor system health and report anomalies or recurring issues
  • Assist with routine operational checks and tasks
  • Participate in a 24/7 rotating shift schedule, including nights, weekends, and holidays

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