Key Responsibilities
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Providing technical assistance to various service delivery support teams there by assisting to resolve technical issues.
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Providing technical assistance to external customers and helping to quickly resolve complicated technical issues. To contribute knowledge to the Knowledge Base, where possible as a pre-emptive step in the resolution of potential customer issues.
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Technical support and training - Providing the knowledge channel between the UK and India teams.
- Incidents will be raised from different supported technologies and will be passed to the second line teams. As a 2nd line engineer you will be having skills in different technologies, and based on your expertise, you will own the incident and work towards resolving them within the agreed SLA.
Minimum Qualification and Experience
- A graduate with minimum 3+years of experience in Windows Server support and 1 year experience working in Cloud environment.
Mandatory Skills
- Configure and install various network devices and services (e.g., routers, switches, firewalls, load balancers, VPN, QoS)
- Strong knowledge in TCP/ IP and OSI models and understanding of IP SLA, reporting, routing etc.
- Managing and configuration of layered LAN architecture, Wireless solution, and Firewalls.
- Strong knowledge in VLAN, VRRP, HSRP, Spanning tree, LLDP, CDP, port security,.
- Knowledge in routing technologies, static routing, dynamic routing like OSPF, RIP and conceptual knowledge in BGP.
- Strong Knowledge in Wireless - radio signalling, channels and wireless security standards.
- Knowledge in 802.1X, AAA/ Radius technologies.
- Knowledge in Access lists, Firewall filtering, VPN, Web filtering etc.
- Experience in configuring, managing, and monitoring network devices using on premise or cloud-based network management tools.
- IP assignment, monitoring, Firmware upgrades, Manage and maintain the Network ISP services, Create & maintain logical Network segments,
- Fault handling and escalation (identifying and responding to faults on network & network devices, liaising with 3rd party suppliers, vendors handling escalation through to resolution).
- Monitor performance and ensure system availability and reliability.
- Work within established configuration and change management policies to ensure awareness, approval and success of changes made to the network infrastructure
Desired Skills
- Experience in Win 2012/2016 servers
- Disaster recovery
- Configuring and troubleshooting VLANs, switches, routers
- Exposure to Apple technologies.
- Exposure to mail security concepts like Symantec mail security for Exchange, Sophos antispam.
- Familiar with Wireless technologies like Meru, Cisco ,Juniper networks, HP Aruba
- Familiar with Web Filtering solutions
- Familiar with MDM solutions
Competency Requirement
- Customer focus
- Strong diagnostic & troubleshooting skills
- Good analytical and problem solving abilities with a logical approach
- Ability to learn and pick up new technologies
- Judgment and decision making
- Excellent planning, organising & time management skills
- Good communication skills, both written and verbal
