Job Description – Support Engineer (Service Desk & Monitoring)
Experience: 2–4 Years
Role Summary
The Support Engineer will provide Level 2 Service Desk support and proactive IT monitoring across the HCCB IT landscape. This role focuses on incident resolution, infrastructure and application monitoring, and ensuring high availability and performance of critical business systems. The engineer will work extensively with Summit as the Service Desk tool and New Relic for monitoring applications, infrastructure, and business processes.
Key Responsibilities
Service Desk & Incident Management
- Provide Level 2 support for escalated end‑user, application, and infrastructure incidents.
- Diagnose, troubleshoot, and resolve incidents within defined SLAs and OLAs using the Summit Service Desk tool.
- Ensure accurate ticket logging, categorization, prioritization, and regular status updates.
- Perform Root Cause Analysis (RCA) for recurring incidents and contribute to problem management.
- Actively participate in Major Incident (P1/P2) bridges and support rapid service restoration.
Monitoring & Event Management
- Proactively monitor applications, infrastructure, and business processes using New Relic.
- Analyze alerts related to system availability, performance degradation, and capacity thresholds.
- Correlate monitoring events with service desk incidents and initiate corrective or preventive actions.
- Maintain and fine‑tune monitoring dashboards, alert thresholds, and service health indicators.
Application & Infrastructure Support
- Provide operational support for enterprise applications, middleware, and underlying infrastructure.
- Perform basic configuration validation, service restarts, log analysis, and health checks.
- Support batch jobs, scheduled tasks, interfaces, and integrations to ensure business continuity.
Service Management & Documentation
- Adhere to ITIL Service Operations best practices, including Incident, Event, Problem, and Change Management.
- Support change implementation activities and conduct post‑change validation.
- Create, update, and maintain SOPs, runbooks, and knowledge base articles for operational excellence.
Stakeholder & Vendor Coordination
- Collaborate with AMS partners, internal IT teams, and OEM vendors for issue resolution.
- Ensure effective shift handovers with complete documentation of open incidents and actions taken.
- Communicate clearly with stakeholders regarding incident status, risks, and resolutions.
Technical Skills (Mandatory)
- Service Desk Tool: Summit
- Monitoring Tool: New Relic
- Operating Systems: Windows and Linux
- ITIL Processes: Incident, Event, Problem, and Change Management
- Networking Basics: DNS, TCP/IP
Good to Have
- Exposure to Cloud platforms (Azure and/or AWS)
- Experience working in AMS or Managed Services environments
- Basic scripting knowledge (PowerShell / Bash)
Qualifications & Experience
- 2–5 years of experience in IT Support, Service Desk, or IT Operations Monitoring roles
- ITIL Foundation certification preferred
- Strong communication, coordination, and documentation skills
- Willingness to work in shifts/on‑call support models as required