الوصف الوظيفي

الأدوار والمسؤوليات

Log incoming faults on our system (SCSM ITSM Tool), carry out initial diagnostics and look to resolve 70+% of all faults and requests.
Work within strict SLAs to provide our customers with a timely resolution
Provide 1st & 2nd line support and monitors day to day operations of Network Operation Center
Assist in coordinating and managing end users’ escalations and other internal departments of NOC Sev1 and Sev2 issues.
Monitors all outages/issues through the return to normal services.
Responds to ServiceDesk telephone calls emails and personnel requests for technical support in a timely and courteous manner.
Provide initial triage of problems impacting services to determine problem source and provides resolutions if possible.
Identifies and escalate issues requiring urgent attention by other IT resources or 3rd party vendors to the appropriate resource for expeditious troubleshooting and resolution.
CMDB update/tracking.
Ensure all support requests are up to date and in hand at the end of each shift, handing over any outstanding issues to shift staff.
Control and ownership of all 1st line NOC activities
Monitor and look after all servers and networks infrastructure.
Take appropriate corrective action or escalation in the event of service (Exchange, Server, Messaging, Application or network) related incident and outage.
Engineers are required to maintain incident details, contact with users and all work performed on said incidents in the firm’s incident management system.
Experience in a system monitoring group performing server level monitoring and troubleshooting
Understanding of monitoring tools, including but not limited to Microsoft SCOM, LiveMaps and other NOC related tools.
Knowledge of Windows Active Directory, Microsoft Exchange Server, common applications, and operating environments in an enterprise setting.
Solid understanding of network principles as well as basic network troubleshooting skills.

Other

Working knowledge of a wide range of datacenter, technologies including Local (LAN) and wide-area networks (WAN): NAS and/or SAN storage technologies. Oracle Technologies, Linux, Microsoft servers, firewalls, and VPN network protocols such as TCP/IP, WINS, DNS, DHCP, SNMP, FTP, HTTP, SMTP, etc.
Background in network security, intrusion detection and server monitoring.
Minimum of 3 years of experience supporting a 24/7 mission critical IT Infrastructure.
Active Directory & Messaging
Knowledge / experience with Windows Server, Active Directory, Exchange, and IIS in a large-scale distributed environment.
Knowledge of DFA and dual authentication
Active Directory operations.
Server & Application Support
In-depth Knowledge of current and pending Microsoft Windows operating systems.
In-depth Knowledge of current and pending Microsoft Windows operating systems.
Understand Sharp hardware platforms and surrounding Peripherals.
Knowledge of VMware and Microsoft Hyper-V
Knowledge of enterprise backup facilities and how they function.
Knowledge of Microsoft SharePoint, Azure, and cloud technologies.
Infrastructure/Networking troubleshooting
Thorough understanding of name resolution methods like DNS and WINS in a globally diverse environment.
Experience and knowledge of wide area / local area networks and with the tools used to monitor / trouble shoot issues.
Strong experience with monitoring tools like SCOM and LiveMaps and demonstrated ability making use of these tools resolving these issues in complex and globally diverse environments.
Experience supporting SIP and/or VoIP
Understanding of Local Area Networks and Cisco switching devices.
Experience working in an ITIL environment and adhering to strict SLA's

Job Requirement

Minimum bachelor’s degree in IT, Computer Science or related field
ITIL Foundation.
Certification in Microsoft (MCITP/MCSE/MCTS) and Cloud Computing Technologies is preferred
Citrix, AIX, Storage or Server management Certification is preferred
Minimum 3 years’ professional experience in IT domain, IT Support, Systems or Networking in mid-to-large enterprise preferred.

IT NOC Specialist/Engineer Qatar Computer Services Company