Job Description
Technical skills required:
- Administration/ configuration/ troubleshooting (Cisco, Aruba, Firewall, Infoblox, UPS,
Wireless devices etc.)
- ISP coordination (Data and Voice Circuit issues/ troubleshooting)
- Coordination for Device related issues
- Inventory Management
- Data Centre Management
- Basic Understanding on Network Security devices (Firewall/ checkpoint)
- Excellent Verbal and Written communication
- Basic knowledge of ITIL process Basic understand of Ticketing tool (ServiceNow)
Duties & Responsibilities:
- To provide support for on call escalations and doing root cause analysis of given issues
- To independently resolve tickets within agreed SLA of ticket volume and time
- To adhere to quality standards, regulatory requirements and company policies
- Work on value adding activities such Knowledge base update and management, Training
freshers, coaching analysts
- To ensure positive customer experience and CSAT through First Call Resolution and
minimum rejected resolutions or Reopen Cases
