Job Description & Responsibilities:
- Continuously track network devices performance, availability, and health (routers, switches, firewalls, servers).
- Handle customer support tickets related to network monitoring, alerts, and performance issues.
- Analyze alerts, events, and performance data to identify issues and recommend corrective actions.
- Troubleshoot issues related to network monitoring configurations and data collection.
- Support customers during implementation, configuration, and Proof of Concept (PoC) phases.
- Conduct technical sessions and remote meetings with customers to explain issues, solutions, and best practices.
- Work on assigned projects related to monitoring, observability, and IT operations.
- Collaborate with internal teams to resolve complex technical issues and close tickets efficiently.
- Prepare basic reports and documentation related to monitoring status and resolved incidents.
- Follow up with customers to ensure issues are resolved and service quality is maintained.
- Maintain proper documentation for tickets, configurations, and customer environments.
- Stay updated with ManageEngine product updates, features, and enhancements.