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Executive Secretary
2 weeks ago
Key Responsibilities and Accountabilities
To provide 1st line of technical support, by monitoring the IT Infrastructure environment via our monitoring tools.
The IT Infrastructure includes Network devices, Physical and virtual servers, storage, WAN circuits.
To proactively respond to incidents based on Alerts and Event Correlation.
Alert acknowledgement and SOP based troubleshooting.
Resolve a high percentage of incidents at first point using SOP based troubleshooting.
Raise incidents/tickets to escalate problems to second level support areas as appropriate.
Coordinate with Vendors and Service providers in case of outages.
Work closely with help desk peers in verifying issues and outages.
Inventory Management for All Infrastructure Devices including Servers, Switches/ Routers/ etc. for sites, HQ and DC
Follow defined staffing schedule.
Ensure all the KPI s are met through following standard processes and procedures.
Principal contacts
Internal Team members
External Suppliers / Vendors
Staff managed
IT Support Team
Education & experience
Any Graduation Degree or equivalent
Experience in a range of 2-3 Years
CCNA+MCSE Certifications is a must.
Experience in providing NOC services and 1st level IT Support
Competencies
Technical / Functional Competencies
Technical knowledge of Cisco Devices such as routers, switches, interfaces, WAN LAN WIFI
Technical knowledge of Compute systems such as Servers, VMs Storage
IT Process Improvement
Behavioral Competencies
Excellent Communication
Time management
Result orientation
Main KPIs
90% of tickets to be closed within 24 hours & rest 10% within 3 days
NOC Engineer
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