Overview
As a member of our IT Team you will work under Infra Server Team and assist in the support of our customer’s physical and virtual network infrastructures and providing 24X7 wide network, server monitoring. The ideal candidate will be responsible for providing remote support to our customer base. Ensure maximum possible service availability and performance. To provide support services for various technical teams.
What you will do:
Perform proactive and reactive network/infrastructure monitoring and health checks to minimize service disruptions and impact to end users
Tier 1 Help Desk tasks (password resets, on the spot systems troubleshooting, software installations, and Telephonic support)
Engage resolution groups for troubleshooting; drive efficient resolution of issues
Provides 1st/2nd level troubleshooting and problem determination with local and remote employees and IT technical staff to evaluate and solve technical problems
Incident triage and Critical Situation Management for operations issues.
Monitor Servers, network and applications utilizing standard tools including BMC Footprints Ticketing Tool, Solar winds, System Center Operations Manager, VMware v Center
Provide support coordination, escalation and troubleshooting assistance for data center infrastructure including Networking (Firewalls, LAN, WAN, WLAN, Telephony, etc.), Servers (Intel, Unix, etc.) and all other data center infrastructure.
Document all activities in ticketing system
Incident Management – Resolve incidents; escalate to other IT teams and vendors. Co-ordinate incidents to resolution.
Problem Management – Identify problems proactively and provide inputs to Problem Management for problem resolution Maintain complete and accurate asset and software inventory
Follow and help create standard helpdesk procedures
Continuous interaction with technical Management teams during major incidents
Reporting – Generate various technical and management reports using reporting capabilities of monitoring tools.
Respond to outages during business and after-hours. Participates in 24×7 on-call rotation process
Develop and maintain documentation for efficient NOC operations (including maintaining inventory of sites, contacts, and infrastructure).
Administer and monitor system availability and performance tools
May provide assistance to end users, acting as backup to frontline technical support
Ensure maximum possible service availability and performance
Maintenance of Knowledge base and technical documentation (for NOC) of processes and procedures used throughout normal operations.
What you will bring:
Exceptional customer service skills
Experienced with desktop virtualization products such as VMWare, parallels, Citrix.
Strong and knowledgeable on MS Office 2010+, MS Visio and MS Power Point applications Experienced with, desktop backup software, Apple iPhones, Apple iPads, printers, video projectors and secure wireless technologies
Experienced with password resets, new account creations, email administration, VM patching and maintenance
Proven Expertise is in supporting large MPLS based WAN
Strong knowledge of ITIL processes, especially event management, incident management. ITIL v3 Foundation certification would be plus.
Ability to use and support proprietary software and systems
Able to interpret and correlate alarms and symptoms to determine actual issue.
Experienced with basic administration on Enterprise backup systems, ticketing and monitoring systems.
Active Directory
Networking components such as TCP/IP, VLANs, routers, hubs, switches, cabling
General understanding with structured cabling best practices and racking servers and basic network switch configurations.
General understanding of telephony and PBX support
Have no issue in working in night shiftor on weekend in 247 environment (Rotational Shift)
Basic knowledge of the OSI model, switching and Internet routing technologies (to junior network administrator level).
Exposure to scripting basics. Would be a Plus
Experience with UNIX, Linux and open source tools a plus
Strong background in virtualization and storage technologies (such as: VMware, Hyper-V, etc.)
Required Qualifications:
Bachelor’s degree in Computer Science / Information Technology or related field
Experience in a NOC or IT operations environment a plus
Strong background in networking (Firewalls, routers/, switches, network protocols, VPN, etc.)
Microsoft Exchange and Active Directory support and administration are required.
Strong Understanding in VoIP and related protocols is required
About Edifecs
Edifecs is a premier technology company in the U.S. Healthcare market with solutions focused on interoperability, workflows, risk adjustment, value-based care payments, and analytics. Edifecs solutions are used by leading healthcare entities including, payers, providers, employers, third-party administrators, and government agencies. With innovative technology and solutions, Edifecs helps its customers by optimizing the secure exchange and processing of administrative and clinical data, reducing the cost of complying with regulations, and automating workflows involved in multiple core processes within the healthcare ecosystem.
Edifecs is a frontrunner in providing solutions for B2B data exchange, streamlining key workflows in areas such as enrollment, risk adjustment, and alternative payment models. With the advent of FHIR and new regulatory guidance from HHS, Edifecs has emerged as a leader in easing the effort associated with achieving compliance with new federal rules and in making the healthcare consumer the primary stakeholder. Edifecs solutions are offered in both On-Premise and SaaS models. The company is headquartered in Bellevue, Washington, with additional offices in Atlanta, Georgia, and Mohali, India, an engineering center in Moldova, and has more than 900 employees.
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