IT Noc Engineer

1 week ago

Singapore Nutanix Full time

Nutanix is looking for an IT NOC Engineer to be part of the Corporate IT team in Singapore. You will work in an exciting and extremely fast/paced environment. You should have strong written and verbal communication, solid hardware/software troubleshooting skills for common desktop/laptop issues, IT infrastructure, and a customer-focused mentality. Our overall goal is to provide a world-class customer support experience that is hyper-focused on efficiency.

**Key responsibilities**:

- Front-line support for Tier 1,2 and 3 requests
- Ticket triage and acts as a single point of contact for customers on escalations to the appropriate level
- Performing initial triage, diagnosis, and troubleshooting; Proactively notifying customers of all incidents within SLA guidelines
- Monitor Systems/Infrastructure/Saas services
- Triage or troubleshooting the issues, within their defined areas.Coordinating with third-party vendors, customer contacts, or other IT teams for a holistic solution.
- In response to incidents, the NOC engineer should carefully track and document all defects and resolutions in detail.
- Report Incidents:maintain the appropriate communication channels within intra teams or outside so that all stakeholders are kept informed ahead in time bound manner.
- System tasks: Resolving engineering issues and requests
- Work with other team members with automation repetitive jobs
- Be flexible on working hours to support 24x7 service that team is providing. Work on public holidays is sometimes required.
Remotely resolving incidents within their capability and implementing known solutions to known issues
- Responsible for working with other support specialists to coordinate and quickly resolve customer issues; Providing regular updates to customers as efforts for resolution progress
- Responsible for escalating issues to third parties and higher technical and managerial support in accordance with expected service levels
- Documenting all actions taken to resolve incidents in ticketing tools; Ensuring the correct and timely closure and completion of all incidents in ticketing tools
- Monitors incident status and escalates cases that are not resolved in a specific time frame
- Other duties as assigned by management
- Relevant work experience 2+ years in technical support, NOC or a similar technical environment
- High level of understanding and experience with information technology
- Ability to communicate effectively with all levels of employees/management
- Must have a high technical aptitude, be highly motivated, and be ready for a challenge
- Strong communication, documentation, and analytical skills
- The ability to handle stressful situations and tight deadlines in a fast-paced environment
- Excellent English language verbal and written communication skills.
- High level of Windows and MacOS knowledge - laptop imaging and configuration, hardware and software issues troubleshooting skills.
- Active directory and PowerShell knowledge
- Okta, ServiceNow, Slack, Office365, Gsuite administration
Zoom and Zoom conference room administration
- Intune, JAMF, Druva administration
- Basic networking knowledge

**It’s good to have**:

- General knowledge of remote support technologies and strategies
- Knowledge of service management tools for tracking ticket
- Knowledge of virtualization technologies
- Jira and Confluence administration
Good knowledge of scripting language - Python
Tracking code version experience -Github or Gitlab
- CompTIA Network+, MCSA, CCNA Routing & Switching
- NCA or NCP

LI-HA1

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