Services Technician

1 week ago

Metro Manila, Philippines Insight Full time

Position Overview

The NOC Technician role will be responsible for monitoring, administration, and break/fix support of client’s managed appliance. You will be working with a team of IT professionals in delivering 24x7 IT support services to clients across different industries. The NOC technician will utilize his knowledge, skills and abilities to resolve client’s issues with respect to agreed SLA, participates in improvement of our current processes and utilize our plethora of tools and systems.

What you’ll do at Insight

Monitoring and administration of servers/network infrastructure.Perform triage and analyze ticketsPerform general remote troubleshooting and attempts to resolve client’s issue based on technical knowledge, SOPs, and expertise within agreed-upon SLAs.Complete scheduled intermediate-level maintenance, management, and network administration activities on servers, network devices or other configuration items managed.Escalates issues to a higher tier of support. Collaborate with Engineers to determine the effective course of action.Respond to phone calls, chats, or self-service customer touchpoints and assist clients for any issues that occurred (system, network, vpn, application etc.).Participate in improving process and knowledge base articlesOther duties or tasks may be assigned from time to timeReports directly to operations/shift Team lead

What you’ll need to join Insight

Bachelor’s degree Focusing on IT, Computer Engineering, and other related studies, from a four-year College or UniversityAt least 3 years of related work experience in an NOC or equivalent environment supporting IT infrastructure, including administration, support, and implementation of servers, networks, databases, and storage assets. Remote troubleshooting experience is requiredAble to thrive in an environment characterized by rapidly changing requirements and an ongoing focus on meeting operational objectivesStrong written and verbal English communication skillsAble to successfully manage multiple prioritiesProven ability to communicate effectively across all levels of the organizationStrong commitment to company values and operating principleSolid knowledge and experience supporting Windows Server/LinuxSolid knowledge and experience in Networking (IP connectivity, routers, switches, VPN)Server virtualization fundamentalsOther technical skills and experience in one or more of the following technology areas: Application troubleshooting backgroundData Network (Cisco switches, routers, and firewalls)Voice networksStorage (NetApp, Pure)Familiarity with ITSM concepts and experience with ticketing systems.Experience working with remote access tools and understanding of security protocols complianceIndustry-recognized certifications. ITIL, CCNA, Microsoft technology certificates, and others.Experience supporting or working in an Enterprise and/or Global Managed Services environment.Knowledge and experience with cloud technologies (Azure, Google, AWS others.)

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