Key Responsibilities:

• Performs defined tasks and proactively supports the service desk by receiving calls and managing incidents, problems, requests, and events as needed
• Maintains the support process and ensures that requests for support are handled according to procedures.
• Uses service assurance software and tools to investigate and diagnose problems, collects performance statistics and creates reports, working with users, other staff and suppliers as appropriate.
• Ensures the usage of knowledge articles in incident diagnosis and resolution and assist with updating them as and when required.
• Fosters good relationships with all stakeholders including vendors, carriers, and colleagues.
• Identify, prioritize, diagnose, and resolve incidents according to agreed procedures
• Report and escalate unresolved incidents to next-level engineers and/or third-party vendors and follow up until the incident is resolved.
• Investigate, identify, and document the root cause of incidents, events, and problems to ensure proactive future management.
• Provide continuous feedback to clients and affected parties by updating all systems, portals, and ticketing tools as prescribed by standard operating procedures.
• Maintain accurate, complete, and current configuration of configuration items (CIs) with correct information related to CI controls in a secure manner by tracking changes and ensuring they are up to date.

Knowledge and Attributes:

• Developing knowledge of technical documentation.
• Developing knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.
• Knowledge of vendor technologies, such as Cisco, Juniper, Aruba, Fortinet etc.
• Customer service-orientated and proactive thinking.
• Problem solver who is highly driven and self-organized.
• Good attention to detail.
• Good analytical and logical thinking.
• Excellent spoken and written communication skills.
• Team player with the ability to work well with others and in group with colleagues and stakeholders.

Academic Qualifications and Certifications:

• Bachelor’s degree or equivalent in Information Technology, Computing or a related field.
• Professional-level certifications in various networking technologies, including any of the following: Cisco CCNA, Juniper JNCIP, Microsoft 365, Mikrotik, and Fortinet.

Required Experience:

• Moderate experience in networking technologies such as routing, switching, Wireless, core networks and access/ distribution layers.
• Moderate experience in technical support to clients.
• Moderate experience in diagnosis and troubleshooting.
• Moderate experience providing remote support in Networking technologies.