JD: Onsite Availability in Customer premises. P1/ P2 Support during off business hours Network devices Administration/ configuration/ troubleshooting(Cisco, Aruba, Firewall, Wireless devices etc.) ISP coordination s (Data and Voice Circuit issues/ troubleshooting s) OEM/ vendor (Cisco, Aruba, Infoblox, UPS etc.) coordination s for Device related issues Inventory Management Data Centre Management Remote office coordination s for network device/ data center issues Basic Understanding on Network Security devices(Firewall/ checkpoint). Excellent Verbal and Written communication. Basic knowledge of ITIL process Basic understand of Ticketing tool (ServiceNow).

(1.) To adhere to quality standards, regulatory requirements and company policies

(2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases

(3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.

(4.) To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team.

(5.) To provide support for on call escalations /L3 level support and doing incident & problem management

(6.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.