Job Description :
Required Skills:
Computer Operations (Competency)
Core Process Knowledge (ITIL Competency)
Customer Support (Competency)
LAN/WLAN Management - Troubleshooting/Incident and Problem Resolution
Network Management Tools - HP OpenView
WAN Management - Troubleshooting/Problem Resolution
WAN Vendor Knowledge - Cisco (CCNA a plus)
Main Responsibilities:
Acts as Member of a Team of Network Technicians
Operates Multiple Computer Systems and Technologies, Enters Complex Commands on Computer and Peripheral Equipment to Execute Troubleshooting and Initial Triage/Correlation of Events
Under Limited Supervision, Performs a Wide Range of Tasks of Varying Complexity, Resolves a Broad Range of Difficult Operational Incidents and Problems
Maintains Comprehensive Quality Records (tickets) to Ensure Standards and Audit Requirements are Met
Research, Troubleshoot and Attempt Remote Resolution of Peripheral Equipment and Error Message Displayed Events, with Responsibility of Transitioning from Event Management to Incident Management
Tests, Evaluates and Resolves Complex Incidents/ Problems and Escalates Issues as Necessary to Restore Service Production in Accordance with ITIL Aligned Processes