Checking job availability...
Original
Simplified
Job Description: • Serve as the 2nd level support with troubleshooting skill to assist IT Support seeking technical assistance • Determine the best solution based on the issue and details provided by L1 and users • Respond to and log all inquiries received from L1 • Keep well documented and updated case notes. • Identify, analyze, troubleshoot and resolve client service requests. • Properly escalate and communicate to a higher level of support as necessary including service that exceeds skills level, reasonable repair time, lack of parts, or any other issue that could impact customer satisfaction. • Work as a team member to collaboratively resolve client requests and technical issues with other team members, partners and vendors. • Provide higher level support regarding switch configuration, Router and routes management, Firewall maintenance • Provides in-depth support for Voice regarding, local / Toll Free numbers - subscription / management, Call flow design with diagram and configuration. IVR setup. • Monitor and provide support for WAN / LAN management for HQ, DC and Stores that will included communication with ISPs. • Manage multiple cases at one time. • Setup and configure new network and Voice devices. • Should be able to work with Microsoft teams. • Identify and suggest possible improvements on procedures and resolution Must have Good Knowledge of: • Active Directory • RADIUS • Operating Systems • Office 365 (Outlook/Word/Excel/PowerPoint/Access/Project/Visio) • Security Application – Antivirus/Proxy • SDWAN • Logging Tools - Graylog, Kibana Must have experienced knowledge of: • Network LAN/WAN - Routers/Switch/Modem/Firewall/AP/VPN with different brands preferably - Cisco, Fortigate, Palo Alto • Routing protocols - BGP/ EIGRP • DHCP configurations • DNS configurations • IT Monitoring Tools - PRTG, Icinga, Graphana • SIP technology - Voice configuration - prefer Cisco WebEx (Basic Avaya configuration knowledge is added advantage)