Enterprise Technology Services - 24x7 Support Operations Engineer

Job Description

We think about the unthinkable, enabling the management of even the most extreme events. RMS helps companies model earthquakes, hurricanes, forest fires and other large-scale disaster events. Through a combination of rigorous science, innovative technologies, and the collective expertise our work gives insurers, reinsurers, brokers, capital markets, and corporations a secure foundation to build balanced and profitable portfolios. Role Overview Do you* Enjoy taking care of people * Love the chance to see the direct, massive impact of your work * Love technology and learning new things * Relish the challenge of finding better ways to do existing things If you answered yes, then we d love the opportunity to meet you.We are RMS Global Support Operations. Our team makes life easier, better, and faster for our company. Description Global Support Operations Team is an amalgamation of IT End User Services and Network Operation Center (NOC).This is an internal customer-facing role and requires excellent prioritization, responsiveness, and customer service along with excellent verbal communication skills. The 24x7 Global Support Operations Engineer will provide first and second-line technical support on IT End User Devices & Applications including Windows & Mac OS. Additionally, the engineer will be responsible for Infrastructure, Security, Network Monitoring, and troubleshooting related issues to ensure highest service availability and performance. Key attributes include Monitoring Systems, Troubleshooting problems, Tracking issues, Reporting incidents etc. The role requires 24*7 support with rotational shifts including weekends & public holidays, owing to business needs.The incumbent will get to participate in multiple projects & collaborate with regional/cross-functional teams. In keeping with RMS values and competencies, the Global Support Operations Engineer will develop and maintain positive working relationships with all contacts internal and external to RMS.We are looking for a super smart, friendly, and all-around awesome individual who loves to take care of people, and the technology they use. Roles and Responsibilities
• Act as first-level contact point and deal with all incoming requests and incidents in a professional, courteous manner over the phone, via email, web submission and walk-ups.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Install, upgrade, support and troubleshoot OS Windows 10, MacOS (Sierra/High Sierra/Mojave), Office 365 & any other authorized desktop applications.
• Install, upgrade, support and troubleshoot printers, computer hardware (laptops/desktops) and any other authorized peripheral equipment.
• Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime.
• Strong knowledge of Windows 10, MacOS (preferred), O365, Active Directory, Zoom Audio/Video Collaboration.
• Responsible for monitoring, operating, managing, troubleshooting and restoring service to any desktop/laptop that has authorized access to the network.
• 1st/2nd level troubleshooting of network connectivity in a LAN/WAN environment.
• Identify & highlight trends by monitoring and analyzing incoming calls/tickets for Security, Infrastructure and Network components.
• Responsible for tracking IT hardware inventory including desktops, laptops, monitors, mobile phones, Data cards, Desk phones etc.
• Work with vendor support contacts to resolve technical issues within the desktop environment.
• Work with other technology teams to identify/resolve the root cause of frequently occurring issues and Share best practices, process technical updates with other teams
• Document & maintain accurate & detailed records of work requests using Service Now.
• Incident Management will include acknowledging, updating, categorizing, assigning, and resolving tickets as per the SLA s.
• Run diagnostic tests and use specialized tools to detect job malfunctions, perform first-tier troubleshooting and alarm validation
• Monitoring of cloud-based applications and should be able to provide first level of support on any PAAS or SAAS environment.
• The job will include close interaction with L2 and L3 teams on various incidents to identify the initial level of troubleshooting.
• Monitoring of alerts and assigning them to the concerned team so that they can be resolved ASAP.
• Performing health checks of the devices like network gears, DB servers, applications etc.
• Should be able to raise the alarm on Sev 1 and Sev 2 Incidents and follow Major incident Management process.
• Working with 3rd party vendors for 1st level troubleshooting for ISP and Network issues.
Knowledge, Skills, And Abilities Required:
• Strong Knowledge on Windows administration and troubleshooting skills. MacOS knowledge good to have.
• Basic knowledge of Monitoring tools like LogicMonitor, LibreNMS and Security application SentinelOne and QRadar.
• Understanding of VMware technologies, Active Directory, O365, VPN, VLAN etc.
• Should be ITIL V3 certified/Trained and possess good knowledge of Incident Management process.
• Experience in Data center or Network Operations with HA (high availability) and/ or 24x7 service level objectives desirable, or a Service Desk with 24x7 operations.
• Excellent Communication Skills.
• Should have worked on ticketing tools like Service Now, BMC Remedy, Manage Engine, HPSM etc.
• Familiarity with two more of the following domain focus areas: Information Technology Service Management (ITSM), Enterprise Service Management (ESM), Service Desk, Helpdesk, Data Center Operations, Server Operations.
Education Qualification
• Bachelor s Degree Required
• ITIL Foundation Certified (Good to have)
• CCNA/MCSE/ MCTS/MCITP Certifications (Good to have)
,

Keyskills :
data center operationsenvironmental impact assessmentroot causebmc remedywindows 10major incident management