Job Description
Job Responsibilities
- 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 SLA’s 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.
- CMDB update/tracking.
- Control and ownership of all 1st line NOC activities
- Take appropriate corrective action or escalation in the event of service (Exchange, Server, Messaging, Application, or network) related incident and outage.
- Understanding of monitoring tools, including but not limited to Microsoft SCOM, LiveMaps and other NOC related tools.
- Understanding of Windows Active Directory, and Windows Exchange Server 2007, 2010 & 2016 based 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
- Responsibilities: networks (WAN): NAS and/or SAN storage technologies. Oracle Technologies, Linux, Microsoft servers, firewalls, and VPN network protocols 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.
- In-depth knowledge of current and pending Microsoft Windows operating systems.
- In-depth knowledge of current and pending Microsoft Windows operating systems.
- Knowledge of VMware a plus
- Knowledge of enterprise backup facilities and how they function.
- Knowledge of Microsoft SharePoint.
- 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/troubleshoot issues.
- Strong experience with monitoring tools like SCOM and LiveMaps and a demonstrated ability to make use of these tools resolving these issues is complex and globally diverse environments.
- Experience working in an IT IL environment and adhering to strict SLA’s
Job Requirements and Qualifications
- Minimum Diploma 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 of professional experience in the IT domain, IT Support, Systems or Networking in mid-to-large enterprise preferred.
- Required Bilingual Candidates (Arabic& English).
