Associate Technical Support Engineer
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Key skills for this role
About the Role
Technical Support Abu Dhabi, UAE Permanent Job Tiitle: Associate Technical Support Engineer Job Purpose: L1 Support Qualification: Bachelor in Technology, B.E/B.
Key Skills for This Role
Full Job Posting
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
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.
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