JD – Network – L2
Principal Responsibilities
Investigate and help resolve issues on customer’s network and IT estates using agreed troubleshooting methodologies
Manage support cases to enable fast resolution that exceeds our customers’ expectations
Ensuring accurate recording of all cases using the Company’s ticket management tool and closing within agreed timeframes
Using the central document repository, to ensure knowledge sharing across the team and enable best practice
Key Performance Measures
Ticket SLAs and KPIs are achieved
Escalation procedures, policies and working practices are adhered to
All records relating to Service Requests, Incidents, Problems and Knowledge Management are completed accurately and within agreed timeframe
Requirements
Specialised in supporting one of the Cisco architectures with a broad technical competency in supporting the following: Cisco and Fortinet Security, Cisco switching & wireless, Cisco Datacentre (DNAC, Nexus, Dell, Accops (VPN) & VMware)
Hands on experience in supporting the following: Cisco and Fortinet Security, Cisco switching & wireless, Cisco Datacentre (DNAC, Nexus, Dell, Accops (VPN) & VMware)
Cisco CCNA
Proven experience in incident management, service request management and problem solving
Experience of using ticketing systems and use of monitoring and management tools
Ability to communicate effectively and build relationships to understand client requirements
Accurate recording of information
A self-motivated attitude
Ability to deliver against deadlines and agreed targets
Job Type: Full-time
Salary: ₹30,000.00 – ₹50,000.00 per month
Benefits:
Schedule:
COVID-19 considerations:
All customer are required to wear mask.
Ability to commute/relocate:
Education:
Experience:
Speak with the employer
+91 9545550401
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