Maintenance Engineer - Network Support Specialist
1 day ago
We are seeking a skilled and proactive Network Maintenance Engineer to provide comprehensive support for multiple customer network environments. This ..
We are seeking a skilled and proactive Network Maintenance Engineer to provide comprehensive support for multiple customer network environments. This role involves maintaining and troubleshooting a wide range of network devices, including routers, switches, access points (APs), Wireless LAN Controllers (WLCs), Cisco Identity Services Engine (ISE), as well as supporting Windows servers and laptops. The ideal candidate will have a strong background in helpdesk support, network and system maintenance, with a customer-focused and solution-oriented mindset.
Key Responsibilities:
- Helpdesk and Troubleshooting:
- Act as the primary point of contact for support requests across multiple customer environments.
- Investigate and resolve network and system-related issues, such as connectivity problems, faulty devices, or server issues.
- Provide laptop and Windows server support, addressing common problems like login failures, configuration errors, and hardware issues.
- Simulate customer environments to replicate and diagnose complex issues.
- Document resolutions and create knowledge-based articles for future use.
- Stay updated on changes across all supported customer environments.
- Maintenance and Change Request:
- Replace or repair faulty network and system equipment, such as access points, switches, and laptops.
- Implement minor network and system configuration changes, including enabling switch ports, changing VLANs, onboarding new devices to Cisco ISE, or updating Windows server configurations.
- Firmware and OS patching for network and system equipment.
- Ensure all network and system devices are operating optimally and securely.
- 24x7 Standby and Incident Response:
- Participate in a 24x7 standby rotation with a duty phone for handling urgent incidents.
- Respond promptly to calls and emails, diagnosing and resolving issues to restore normal operations.
- Manage multiple incidents simultaneously, ensuring effective communication and resolution for all customers.
- Testing and Collaboration:
- Test product updates, patches, and integrations to ensure compatibility and stability.
- Collaborate with internal teams and external vendors to resolve complex issues.
- Documentation:
- Maintain detailed and accurate documentation of network configurations, system setups, incident responses, and maintenance procedures.
- Ensure all team members have access to up-to-date customer system information.
Required Qualifications:
- Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience: Minimum of 1 year of experience as a maintenance engineer, with a focus on maintenance of enterprise environments, preferably in customer-facing roles.
Technical Skills:
- Proficiency in working with various network products, including Cisco, Juniper, Alcatel, and Aruba.
- Strong expertise in maintaining and troubleshooting network components such as routers, switches, APs, WLCs, and Cisco ISE.
- Experience in supporting Windows servers and laptops, including hardware and software troubleshooting.
- Familiarity with common system administration tasks like user account management, group policies, and server configuration.
- Ability to simulate customer environments for diagnostic purposes.
- Excellent communication and problem-solving skills with a customer-centric approach.
- Detail-oriented with the ability to manage multiple tasks simultaneously
Preferred Qualifications:
- Certifications in networking related technologies.
- Experience in a maintenance-focused role serving multiple external customers.
Soft Skills:
- Strong problem-solving and analytical skills.
- Excellent communication and customer service abilities.
- Ability to work under pressure and manage critical incidents effectively.
- Detail-oriented with a commitment to maintaining high standards of network and system reliability.
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