Enterprise Technical Support (Level 2)

Job Responsibilities

• Network Configuration and Management: Configuring and managing network devices such as routers, switches, firewalls, load balancers, and VPNs.
• Advanced Troubleshooting: Diagnosing and resolving complex network issues, including performance bottlenecks and connectivity problems.
• Network Maintenance: Performing regular maintenance tasks, including applying patches, updates, and security configurations to ensure network reliability and security.
• Performance Monitoring: Monitoring network performance to ensure system availability and reliability, using advanced monitoring tools.
• Documentation: Keeping detailed records of network configurations, changes, and support activities.
• User Support: Providing support to end-users and other IT teams for network-related issues.
• Operational Hours: Provide 7 days shift hours technical assistance
• Escalation: Attend to escalation from Level 1.5,
• Provide after-hours technical assistance to Data Centre (eg. handle customer visits, reboot server, DDOS issues, etc)
• Perform after office hour schedule standby

Job Requirements :

• Degree/Diploma or equivalent with NOC experience
• Minimum 2years experience in a support/service environment with a keen interest in Internet Technology
• Preferably with CCNA certification or other network certifications
• Customer oriented, motivated and driven to explore new ways of doing things
• Team worker with good interpersonal, communication and writing skills
• Able to work within constraints and meet service levels
• Willing to accept new challenges and responsibilities
• Highly motivated with initiative
• Willing to work on rotating shift, inclusive of weekends and public holidays
• Customer focused attitude with ability to explain technical information to non-technical people with compassion
• Outstanding communication skills in English, both written and verbal

Skills

Switches, Teamwork, Troubleshooting, Technical Assistance, Hardware, CCNA, Information Technology, Prioritization, Customer Oriented, Routers, Writing Skills, Airtable, Technical Support