- Key Responsibilities:Monitors client infrastructure and solutions.
Identifies problems and errors prior to or when they occur.
Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction.
Investigates first line incidents assigned and identifies the root cause of incidents and problems.
Provides telephonic or chat support to clients when required.
Schedules maintenance activity windows for patching and configuration changes.
Follows the required handover procedures for shift changes to ensure service continuity.
Reports and escalates incidents where necessary.
Ensures the efficient and comprehensive resolutions of incidents and requests.
Updates existing knowledge articles or create new ones.
Identifies opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities.
May also contribute to / support on project work as and when required.
May work on implementing and delivering Disaster Recovery functions and tests.
Performs any other related task as required.
Knowledge and Attributes:Ability to communicate and work across different cultures and social groups.
Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
Ability to maintain a positive outlook at work.
Ability to work well in a pressurized environment.
Ability to work hard and put in longer hours when it is necessary.
Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
Ability to adapt to changing circumstances.
Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
Academic Qualifications and Certifications:Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
Min CCNA or equivalent certification
Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role.
Strong knowledge of network protocols and services including TCP/IP, DNS, DHCP, and VPN
Experience with network monitoring tools such as OpManager
The role will involve working with Cisco Data Center technologies including Cisco Nexus environment, security firepower, ASA firewall, FortiGate firewall and Cisco ISE.
Experience with syslog, SNMO and configuration backups.
Required Experience:Entry-level experience with troubleshooting and providing the support required in security / network/ data center/ systems/ storage administration and monitoring Services within a medium to large ICT organization.
Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Security, Network, Data Centre, Telephony, etc.).
Basic knowledge of ITIL processes.
Additional Career Level Description:Knowledge and application:- Work is reviewed periodically based on a set of defined procedures or precedence.
Normally receives general instruction on work and new assignments.
Learns to use professional concepts.
Problem solving:Applies knowledge and basic problem-solving techniques to define and resolve problems.
Works on problems of limited scope.
Interaction:Exchanges standard/basic information with colleagues and immediate line manager/team leader.
Develops stable working relationships internally.
Accountability:Determines a course of action based on guidelines and standard practices and procedures.
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