NOC L1_L2 Support Engineer

Bangalore, Gurgaon

Posted on 10 Feb 2021

Responsibilities:

  • Continuous automated monitoring of the solution and applications managed for any actionable alarms / issues
  • Log collection and analysis
  • Investigating and resolving alarms / issues /customer reported problems within SLA received as per the process
  • Gather the customer’s information to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem
  • Should gather as much information as possible from the end user
  • Once the identification of the underlying problem is established, begin sorting through the possible solutions available
  • Work with other teams in the company to resolve technical problems
  • Producing system documentation for the customer and support team
  • Updating the call tracking system, providing status updates and action plans, providing customer resolution reports for issues
  • Manage case lifecycle, case escalations internally and externally
  • Work with R&D and Customers, provide or get in a timely manner all information required to close the case expeditiously

Skills Required:

  • Experience of working with Global customers especially North American customers in NOC and support environment
  • Good knowledge on Problem solving and incident management process along with ITIL knowledge
  • Strong command on English language and good customer handling skills
  • Strong knowledge and hands-on skills on LINUX Operating system and application product support
  • Good knowledge in managing and administrating the database such as MangoDB, Postgresql, etc with basic query writing skills as well
  • Exposure to basic scripting on python etc is plus
  • Good understanding of any IT Service Management tool to log, monitor, and document the incidents/tickets (Zabbix, datadog preferred)
  • Basic networking concepts and understanding of different OSI layers
  • Knowledge of various HTTP headers, cookies, web APIs, web servers, SSL, various protocols
  • Knowledge on Wi-Fi / LTE connectivity / VOIP applications
  • Knowledge and operational understanding of Azure and AWS
  • Knowledge and understanding of MQTT and ActiveMQ application
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