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.
Bachelor s 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.

Senior Associate Engineer - Networks