Noc Engineers (Support Engineer)

Role Overview

Skills: Technical Support, Client Support, Incident Management, Documentation

Location: Mahalaxmi, Mumbai

Key Responsibilities

• Monitoring and Maintenance Continuously monitor the health and performance of our network systems and applications. Proactively identify and troubleshoot issues to minimize downtime and ensure optimal performance.
• Technical Support: Provide first-level technical support to clients via various communication channels, including email, phone, and live chat. Effectively diagnose and resolve software and hardware issues, ensuring timely responses and follow-ups.
• Documentation and Reporting: Maintain accurate documentation of incidents, resolutions, and procedures to build a knowledge base for future reference. Generate and analyze reports using Excel to track service performance, identify trends, and recommend improvements.
• Client Relationship Management: Assist with client onboarding, ensuring a smooth transition and thorough understanding of our services. Foster strong relationships with clients, addressing their needs and concerns promptly to enhance customer satisfaction.
• Collaboration: Work closely with cross-functional teams, including engineering and product development, to resolve complex issues and implement enhancements. Participate in regular team meetings to discuss challenges, share insights, and strategize on service improvements.

Skills & Qualifications:

• Education: Bachelors degree in Computer Science, Information Technology, or a related field is preferred.
• Experience: 1-2 years of experience in a technical support or customer service role, particularly within a NOC or similar environment. Familiarity with managing client relationships, especially with mid-sized businesses and MNCs.
• Technical Skills: Strong understanding of network protocols, software applications, and IT infrastructure. Proficiency in Excel, with the ability to create complex spreadsheets and analyze data effectively.
• Communication Skills: Exceptional written and verbal communication skills in English, with the ability to convey technical information to non-technical clients.
• Personal Attributes: Highly diligent and detail-oriented, with a strong commitment to delivering high-quality service. A proactive problem-solver who thrives in fast-paced environments.