• EOC Engineer II

    Location : Name Ahmedabad, India
  • Overview

    The 411

    We think globally, act locally. As a Managed Services Provider Synoptek provides world-class strategic IT leadership and hyper-efficient IT operational support, enabling our global client-base to grow and transform their businesses. We are excited to have experienced continuous growth and in keeping with that momentum are seeking to add an EOC Engineer II to our talented team. Synoptek is a company with a heart and soul dedicated to the ongoing success and growth of our employees and continued business success of the customers we support. Want to see what we’re made of? Head to Synoptek.com.

    Responsibilities

    A Day in the Life

    The Enterprise Operations Center (EOC) Engineer is part of the larger Synoptek Managed Services Operations Front Line Support Team.  The EOC is responsible for 24x7x365 monitoring and issue remediation of customer network, server, back-up, IDS and other environments. The EOC is also responsible for monitoring the Synoptek core network and shared (i.e. hosted services) infrastructure, as well as some defined maintenance tasks

     

    Additionally, the EOC Engineer II will be respondsible for accepting technical escalations from and providing mentoring to junior team members. They will also be responsible for producing and amending both customer and technical documentation leveraged by the team

     

    Every Engineer working in the EOC is held to measurable metrics defined by their manager to include: Ticket Resolution, LogicMonitor Alert Acknowledgement, Time Tracking Utilization, Customer Satisfaction, Training/Certifications

     

    Qualifications

    The Basics

    • Total Years of Technical Experience: 2+
    • Position Specific Experience: 2+
    • Mentorship/Leads by Example Experience: 1-2
    • Project/ Client Engagement/ Customer Facing Experience: 1-2

     

    Techie Aptitude

    • Intermediate ability to troubleshoot network issues – TCP/IP, SNMP, PING  
    • Intermediate understanding of server systems (Windows server OS, Terminal services, CITRIX, LINUX, DNS, DHCP)
    • Intermediate internetworking skills – MPLS, Wireless, LAN, WAN
    • Vendor escalation management
    • Intimate understanding of Logic Monitor
    • Intermediate ticketing system knowledge a plus
    • Strong customer service background and ability to work in a team environment

     

    Human Aptitude

    • Verbal Communication: Intermediate
    • Written Communication: Intermediate
    • Customer Service: Intermediate
    • Presentation Communication: Basic
    • Analytical/Problem Solving: Intermediate
    • Mentoring: Basic
    • Influence/Persuasion/Forward Thinking: Intermediate
    • Executive Level Presence: N/A

     

    Education, Certifications & More 

    • Bachelor's degree or equivalent experience
    • Candidate must have one of the following or be willing to obtail within 6 months of employment: CCENT, CCNA, MCP, MCSA, ITIL
    • Physically able to lift and carry object up from 0 to 50 pounds

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