
Service Desk Specialist
2 weeks ago
Job Description:
Responsibilities:
- Monitoring and Incident Management:
- Monitor the network infrastructure (routers, switches, firewalls) for performance, security, and availability.
- Provide first-line support for network incidents and service requests, escalating to higher levels as necessary.
- Diagnose basic networking issues, including connectivity problems, DNS issues, or VPN connectivity.
- Troubleshooting and Diagnostics:
- Use diagnostic tools to identify and resolve network-related issues.
- Work with customers or internal teams to troubleshoot basic network-related issues, including hardware and software problems.
- Configuration and Support:
- Configure and maintain basic network devices like switches, routers, and access points.
- Support the installation of new hardware and software to ensure smooth network operations.
- Documentation:
- Maintain accurate records of network issues, incidents, and resolutions.
- Document troubleshooting procedures and configurations to ensure continuity.
- Customer Support:
- Provide excellent customer support to end users and clients for network-related issues.
- Educate users on best practices and provide solutions for recurring issues.
Skills & Qualifications:
- Technical Skills:
- Basic knowledge of networking concepts (TCP/IP, LAN, WAN, DNS, DHCP, VPN, etc.).
- Familiarity with network devices such as routers, switches, firewalls, and wireless access points.
- Experience with monitoring and diagnostic tools (e.g., Wireshark, PRTG, SolarWinds).
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