Role Overview:
We are seeking an experienced L1 NOC End User Devices
Engineer to join our IT operations team. The ideal candidate will have a
foundational understanding of End User Devices and possess a strong desire to
develop their technical skills in a dynamic and mission-critical environment.
The L1 NOC End User Devices Engineer serves as the first point of contact for
monitoring and responding to alerts, troubleshooting issues, and ensuring the
stability and performance of End User Devices.
Key Responsibilities:
Monitoring and
Incident Detection:
Continuously monitor End User Devices using
Nextthink.
Respond promptly to alerts and incidents,
ensuring swift detection and resolution of issues.
Escalate complex problems to L2 or L3 engineers
following established protocols.
Initial
Troubleshooting:
Perform troubleshooting on End User Devices
including Desktops, Laptops, VDI systems, Windows and Linux OS, databases,
storage systems, cloud solutions, virtual environments, and MS Azure.
Utilize remote tools to access and troubleshoot
End User Devices and workstations.
Document all incidents, troubleshooting steps,
and resolutions in the incident management system.
Incident Management:
Categorize and prioritise incidents based on
severity and impact.
Maintain timely communication with affected
stakeholders, providing updates until the issue is resolved.
Follow up on escalated issues to ensure they are
addressed by higher-level support teams.
End User Devices and
Maintenance:
Assist in routine maintenance tasks, including
applying patches, updates, and configuration changes.
Support health checks on End User Devices to
ensure optimal performance.
Documentation and
Reporting:
Maintain accurate and up-to-date documentation
of End User Devices topology, configurations, and standard operating procedures
(SOPs).
Generate daily, weekly, and monthly reports on
performance, incidents, and other key metrics.
Collaboration and
Communication:
Collaborate with L2 and L3 engineers, as well as
other IT teams, to resolve complex issues and improve device reliability.
Participate in team meetings to discuss ongoing
issues, share knowledge, and contribute to continuous improvement initiatives.
Shift Work and
On-Call Support:
Be willing to work in a 24/7 shift environment,
providing round-the-clock support as part of the NOC team.
Required
Qualifications:
Experience: 3+
years of experience in large industry monitoring desktops, laptops, and
workstations.
Technical Skills: Proven experience in troubleshooting infrastructure components such as
Desktops, Laptops, VDI systems, Windows and Linux OS, databases, storage
systems, cloud solutions, virtual environments, and MS Azure.
Monitoring Tools: Proficient in using End User Devices tools (Nextthink) and incident management
systems (ServiceNow).
Troubleshooting: Strong analytical and problem-solving skills, with the ability to perform basic
troubleshooting on network and system issues.
Communication: Excellent written and verbal communication skills, with the ability to document
and explain technical issues clearly.
Certifications: Preferred certifications include Microsoft, Linux, Cloud, Hardware, and
Nexthink.
Preferred
Qualifications:
Experience in a 24/7 operations environment,
particularly in a NOC or similar role.
Familiarity with ITIL processes, especially
incident and problem management.
Knowledge of cloud environments (e.g., AWS,
Azure) and their monitoring tools.
Good understanding of digital and cybersecurity
service management processes.
Exposure to configuration management tools.