Engineer - TSG

Under the supervision of senior staff, the Technical Support Group ( TSG ) Engineer is responsible for the day to day management and issue resolution of customers networks. The incumbent is responsible for the continuous monitoring and management of the customer networks to ensure alarm receipt and processing procedures are followed

The position will be responsible for generating and processing tickets for technical support and service Position will identify alarms, raise requests and will perform basic diagnostics of the problem and dispatch it as required to the appropriate senior staff, where the customer problem requires deeper technical knowledge the position will be responsible for escalating the customer request to the senior staff in a timely manner for troubleshooting and resolution Additionally the TSG Engineer will retain overall ownership of the fault report, unless relieved by senior staff

Responsibilities:

Investigate and Diagnose Issues
Identify, track and resolve issues
Working on tickets ensuring that the tickets are attended to without violating the SLA
Alerting and monitoring with the Monitoring tools and escalating issues to the right engineers
Drive resolution for Level 1 issues and work with other engineers for Level 2 and Level 3 issues
Mode of Resolution - through email, ticketing system, chat, voice and remote support
Continuously strive for self-development through multiple channels
Strong problem solving skills

Skills:

CCNA Certification
Atleast 1 - 3 years of experience in NOC support
Experience or knowledge of switching and routing protocols
Hands on experience in troubleshooting of switches and routers
Worked on ITIL based Ticketing system
Working knowledge of any of the monitoring tools would be advantageous
Excellent oral and written communication skills
Able to work up to 9 hour shift patterns based upon a 24/7/365 operation

Qualifications:

Education: Any graduate, Degree or Diploma