Malkajgiri, Telangana, India
Monitoring and supporting Infoblox cloud-based network infrastructure. Diagnosing and reporting the network alerts, events, or incidents to the respective teams. Being the first responder to all alerts and problem reports while managing communications between departments and handling crisis documentation and dissemination after the fact. Responding to the alerts in timely manner and doing the respective NOC checks within the timeline as per the standard SOPs. Communicating the news to the internal teams and updating with the necessary information. Updating the tickets in timely manner on the alerts occurred and the steps taken to resolve the issue. Triaging the respective on call engineers and engaging them as and when required. Collaborating with other team members to achieve team objectives and manage projects. Writing clear and concise customer and interdepartmental communications. Recommend new and existing solutions, which involves enhancing application/systems functionality, features, and defect repair. As technical support engineer providing remote technical support for Infoblox customers and partners on the Infoblox SaaS related issues. Troubleshooting will involve work in the lab to recreate scenarios, analysis of logs, participation in web based remote sessions with customers. Bookkeeping the tickets and updating the cases with all the relevant information in a timely manner. Escalate to appropriate on-site team or subject-matter experts in accordance with service-level agreements and follow up on incidents or service requests when appropriate. Constantly trying to be up to date with the latest releases and improvements of the products in the organization. Attending and completing the trainings as and when assigned by the management team to keep up with the ongoing changes.
Act as single point of contact for all internal customer IT incidents and service requests, managing these incidents and requests throughout their lifecycle. Providing and revoking the access to the various applications for the employees while onboarding and leaving the organization. Troubleshoot workplace related internal customer’s issues via telephone or remote access and resolve upon first contact, when possible. Perform active directory related operational tasks like management of user accounts, access, secure and file share groups. Perform Exchange server operational related tasks like management of user & functional mailboxes, and distribution groups etc. Escalate to appropriate on-site team or subject-matter experts in accordance with service-level agreements and follow up on incidents or service requests when appropriate. Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues. Be an advocate for the end-user to ensure he or she receives high-quality and timely service and support from the entire or organization.
Providing support to the end users on infrastructure operations of the applications hosted on Azure Cloud. Perform active directory related operational tasks like management of user accounts, access, secure and file share groups. Troubleshooting the issues related to the webserver and application servers hosted on the Private cloud. Responding to the alerts generated by the Server Monitor, for Disk Space, Server Reboot, and Service Down issues. Escalate to appropriate on-site team or subject-matter experts in accordance with service-level agreements and follow up on incidents or service requests when appropriate. Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues. Build relationships with the on-site support technicians and SMEs to ensure that IT- delivered services and end-user productivity goals are understood and met or exceeded. Ability to manage multiple tasks and good time management skills.
Provide IT support services through CA ticketing tool on day-to-day issues of the internal end users. Installing, configuring, and managing the server operating systems (Win 2012 and 2012 R2) and client operating system (Windows 7, 8.1, & 10 through MDT). Managing and performing user account administrative tasks on Active Directory (like creation, managing, resetting passwords, unlocking user accounts, enabling, and disabling of user accounts and groups). Installing and troubleshooting the IT related applications and tools as per the end user requirement. Creating, and managing users/groups accounts, assigning rights, and delegation of control in Active Directory. Installing, configuring, and troubleshooting the Antivirus/SCCM clients on servers, desktops, & laptops and ensuring they are in compliant with the server. Experience in basic LAN level and Voice Over IP phone (VOIP) issues and troubleshooting. Hands on experience in troubleshooting the issues over remote support (through email, chat, and voice). Have working knowledge on smart card and RSA Secure ID token issues. Guiding the end users on configuring BYOD application on their devices and troubleshooting the issues. Ability to diagnose and resolve technical issues independently as well as in collaboration with team members.