Key Responsibilities :

- Monitor customer infrastructure components like servers, networks, firewalls using monitoring tools as part of the NOC team.
- Ensure that effective follow-up communication via mail and phone is delivered to keep customer aware of the developments on his/her reported issue.
- Develop strong working relationships with in office engineers and work together as a single team.
- Provide L1/L2 support and resolution in as many of the following technical areas as possible:
- Network access, internet access, DNS, DHCP issues
- Routing, switching and firewall issues
- VoIp Telephony issues
- Storage issues, backup and restore issues
- Anti-virus and other endpoint system management issues on tools like Symantec, Bitdefender
- User account creation, management, basic AD issues, license management
- Office 365, Exchange e-mail client & server management
- Desktop & laptop hardware issues - escalation support
- Parts ordering and asset tracking
- Patch management of desktops and servers using tools like SCCM
- Virtual machine installation and management on Hyper-V, Azure and AWS
- SDN monitoring and first level support
- Working knowledge of SIEM tools like CyberArk, FortiSIEM




- Be part of the pool of resources manning the 24x7 support helpline and take calls/chats coming in from end-customers to understand the issues being faced and document the same in the ticketing systems.
- Monitor incoming mails and auto-ticketing tools and ensure timely response and resolution to customers.
- Update ticketing systems with the appropriate information as case progresses and manage tickets for higher level escalation teams.
- Must have knowledge reparably in OKta/Wintel/HyperV/Azure.

Preferred Skills:

- Excellent customer facing skills with fluency in written and spoken English.
- Bachelor s degree in Science or higher. (B.E/B.Tech preferred).
- MCSE/CCNA preferred.
- Practical knowledge of monitoring tools like Solarwinds, Auvik, Connectwise Automate, SCCM, Elk Stack, Netview etc
- Ability to quickly scale up and learn technologies outside of core areas of expertise.
- Proven experience of effectively handling customer dissatisfaction.
- Understanding of ITIL concepts and processes.
- Basic understanding of virtualization technologies is an added advantage.

📌 Senior Associate Engineer - Networks (Secunderabad)
🏢 Issquared
📍 Secunderabad