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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
Apply now
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