Description
Support Specialist.
Key activities - Level 1 Resources
- Monitoring of alerts
- Basic troubleshooting and triaging of incidents
- Execute simple network service requests
- Maintain documentation and update periodically
- Escalate and communicate as per standard operating procedures
- Create Reports of network performance
Key activities - Level 2 Resources
- Incident management - Trouble shoot and resolve network incidents
- Raise ticket with product vendors and coordinate to resolve issues
- Perform periodic configuration backup and restore as per policy
- Execution of iOS Upgrades, security patches and bug fixes
- Perform activities related to change management (eg creating change requests, prepare for change create scripts, configuration files etc.), following change process and procedures.
- Maintain network asset information and update network topology diagrams periodically
Deliverables
- Monitoring of alerts and troubleshooting alarms
- Work on incident tickets and resolve them
- Work on change tickets and execute them during change window
- Participate in review meetings to discuss and provide recommendations for service improvement
- Report on availability and performance of network and network devices
- Prepare shift handover notes for any pending issues
- Prepare daily/activity report
- Work on activities/projects as directed by the client manager