IT NOC Technical Support Engineer

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Job Overview:

Network Operations Centre Technical Support Engineer is a L2 support function to Service Desk, and provides desktop support to users via Remote Assistance.

Main Activities and Responsibilities:

Incident management and Service Request fulfilment

• Provides timely responses to all incidents, and requests.
• Categorizes and prioritizes incidents and requests in accordance with the business requirements and operational impact.
• Ensures that requests/incidents are handled to the customer's satisfaction.
• Determines the severity of an incident and depending on the circumstances take immediate action to restore service and escalate to appropriate stakeholders if required.
• Serves as the focal point for gathering information and submitting any required Root Cause Analysis
• Analyse and troubleshoot computer and network system status to identify potential problems and coordinate with the resolver team as required.
• Send/post notification regarding system and network outages

Level 2

• Proactively analyse users issue trend for Service Desk Team
• Investigate and resolve Unknown Error escalated by the Service Desk Team
• Provide solution articles for Known Error
• Provides technical guidance to Service Desk Team
• Provide Remote Desktop Support for hardware and software issues.
• Participate in internal IT projects that would require remote desktop support assistance

Core Competencies:

Communication

• Effective communicator with excellent speaking and writing skills in Englis Management
• Keen awareness of organizational processes, process mapping, and planning
• Quickly grasp policies and procedures
• Proactively drive continuous improvements within Service Desk and NOC through Trend Analysis
• Problem solving, mentoring, conceptual thinking, being analytical, and the ability to deal with ambiguity.
• Ability to maintain constructive work relationships with the employees of all the departments

Technical

• Advance understanding of IT Infrastructure, and Systems.
• Knowledge in Active Directory and GPO
• Knowledgeable with desktop and networking

Key Skills and Capabilities:

• Problem solving skills
• Proficient written and oral communication skills
• Excellent troubleshooting skills and the ability to follow procedures
• Researching skills with the ability to identify best practice approach
• Ability to analyse data
• Sound business acumen
• Ability to build relationships & work collaboratively with stakeholders and organizational peers
• Ability to work autonomously, employ initiative to find solutions, prioritize and exercise discretion
• Maintains service quality under time pressures
• Attention to detail
• Analytical skills

Qualifications and Typical Experience:

• ITIL certification (desirable)
• College Graduate with a degree in any related IT course.
• Experience working directly with business users and IT Teams
• At least 2 years’ experience working on at least L1 or L2 IT roles or substantial experience within similar.

Other Position Requirements:

• Subject to business demands, additional hours may be required
• May be required to travel and work across various sites