Key Responsibilities

• Identify, and maintain the support process and ensure all requests for support are handled in accordance with established procedures.
• Utilize approved software and tools to investigate and diagnose issues, collect performance statistics, and generate reports while collaborating with users, team members, and vendors as needed.
• Execute scheduled maintenance tasks as per defined standards.
• Ensure effective use of knowledge articles for incident diagnosis and resolution and assist in updating them when required.
• Perform tasks to monitor service delivery against Service Level Agreements (SLAs) and maintain accurate records of relevant information.
• Prioritize and diagnose incidents according to established procedures.
• Investigate root causes of incidents and implement resolutions.
• Escalate unresolved incidents promptly and follow up until resolution is achieved.
• Provide service recovery and ensure proper documentation and closure of resolved incidents in line with agreed procedures.
• Apply tools, techniques, and processes to track, log, and correct CI-related information, ensuring protection of assets from unauthorized changes or misuse.
• Conduct remote investigations to identify root causes of incidents and assist in implementing agreed remedies and preventive measures.
• Ensure efficient and comprehensive resolution of incidents, including coordinating product requests and collaborating with team members.
• Provide continuous feedback to clients and stakeholders, and update all systems, portals, and ticketing tools as per standard operating procedures.
• Collaborate with all stakeholders—including client IT teams, vendors, carriers, and colleagues—to expedite diagnosis and resolution of errors and problems.

Knowledge and Attributes:

• Developing knowledge of technical documentation.
• Knowledge of vendor technologies, such as Cisco, Juniper, Aruba, Mikrotik, Microsoft, Meraki, Sophos, Fortinet etc.
• Customer service orientated and pro-active 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.
• Soft skills – customer service, communication skill. 

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Professional level certification in different Networking technologies such as Cisco, Microsoft, Fortigate, Sophos.