Associate Technical Support Engineer

Job Tiitle: Associate Technical Support Engineer

Job Purpose: L1 Support

Qualification: Bachelor in Technology, B.E/B. Tech or Equivalent

Certification: CompTIA A+ or CompTIA N+ or any certificate from Microsoft

Experience: 2 -3 Year

Responsibilities:

• Monitoring and Surveillance:
• Utilize multiple monitoring tools to continuously observe network performance and system health.
• Identify and analyze alerts to detect potential issues or anomalies in real-time.
• Incident Management:
• Use IT Service Management (ITSM) systems to log incidents and service requests accurately.
• Prioritize incidents based on severity and impact, ensuring timely resolution.
• Communication and Coordination:
• Alert relevant teams and stakeholders promptly about critical incidents or outages.
• Collaborate with cross-functional teams to facilitate efficient incident resolution.
• Documentation and Reporting:
• Maintain detailed records of incidents, actions taken, and resolutions achieved.
• Generate regular reports on network performance and incident trends for management review.
• Escalation Procedures:
• Follow established escalation protocols for unresolved or high-priority incidents.
• Ensure that escalated issues are communicated clearly and effectively to senior engineers or management.
• Continuous Improvement:
• Participate in post-incident reviews to identify root causes and preventive measures.
• Suggest improvements to monitoring processes and tools based on observed trends and feedback.
• Compliance and Security:
• Adhere to governmental policies and regulations regarding network operations and data security.
• Ensure that all actions comply with established security protocols and guidelines.

Mandatory:

• Comprehensive knowledge of computer systems and experience with Windows, Windows servers, troubleshooting procedures.
• Basic networking experience.
• Proven experience in ticketing systems.