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Position Summary:
NOC Systems Engineer
The NOC Systems engineer is responsible for handling L2 level tasks for various domains.
This role effectively handles tasks for Patching, Backups, and Windows domains. The NOC Systems engineer is also responsible for coordinating with NOC l1, internal Support teams and the customers to plan and execute L2 tasks.
The candidate should possess good communication skills to coordinate internally within Navisite as well as with the customers and vendors.
Major duties and Responsibilities
•Working knowledge of various Tools, including but not limited to, ServiceNow, BMC True sight, Syxsense.
•Working knowledge of technologies, including but not limited to, Windows AD, VMware, Cloud Basics (Azure, AWS), Backups (CommVault) and Patching
•Understanding of AD and related Compliance related health Checks
•Knowledge of ITIL modules including Incident management, Change Management, Knowledge Management, Problem Management
•Provide second level 24X7X265 escalation support for customers
•Ability to provide L2 support for Windows issues
•Monitor ServiceNow queues to ensure queue hygiene
•Maintain a thorough knowledge of NOC Systems processes and implement them when and where required
•Coordination with L1 and support teams for faster and efficient resolution
•Coordinate with customers and vendors for incident resolution and executing Patching and Backup related tasks
Required Qualification
•Certification or related training with 1 to 3 years of experience
•Experience working in a 2X7 environment
•Must have strong customer service experience and communication skills
•Proficiency with troubleshooting Windows, VMware or Linux Systems
•Excellent organizational and teamwork skills
•Experience with at least one Patching & one Backup tool
•Experience with basic network troubleshooting skills in order to resolve complex problems
Education
•College Degree in related field (B.E./
B.Tech/MCA) or practical experience
•Certification or related training with 1 to 3 years of experience in Windows, Patching and Backups
•Strong ITIL Functional v4 understanding
Related Work Experience
•Prior experience of working in L2 support of Windows, Patching and Backups
•Prior experience of supporting international customers
•Prior experience of rotational shift model
