ITSM Support Engineer (NOC)
Key Skills for This Role
Full Job Posting
Major Responsibilities
- Maintain, troubleshoot, and optimize ITSM tools and system-monitoring capabilities.
- Provide second-level technical support, identify problems, and conduct root-cause analysis.
- Manage the Change Advisory Board, record environment updates in the CMDB, and maintain technical documentation.
- Execute and govern capacity, availability, configuration, and IT service continuity processes.
- Design operational reports and recommend infrastructure performance adjustments based on business needs.
Technical Skillset
- ITSM, ITIL V3/V4, service operations, and ITSM process implementation and optimization.
- ServiceNow, BMC Remedy/Helix, HP Service Manager, ManageEngine ServiceDesk Plus, or equivalent tools.
- L2 support, incident resolution, root-cause analysis, problem investigation, and troubleshooting.
- Change requests, CAB, change implementation, impact assessment, and documentation.
- CMDB administration, configuration-item management, configuration tracking, and release management.
- NOC, infrastructure and alarm monitoring, event management, and service availability.
- Capacity planning, performance monitoring, resource utilization, and service continuity.
- SolarWinds, Zabbix, Nagios, PRTG, IBM Netcool, or equivalent monitoring tools.
- SLA/KPI monitoring, ITSM dashboards, performance reporting, SQL, Power BI, and Advanced Excel.
- TCP/IP, SNMP, DNS, Windows/Linux servers, network troubleshooting, and IT infrastructure.
- ITSM workflow automation, API integration, and PowerShell/Python scripting.
- SOPs, technical documentation, ITIL compliance, and continual service improvement.
Preferred Certification
- ITIL Foundation V3/V4 certification is preferred; ServiceNow or BMC Remedy certification is an advantage.
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