Associate SME
1 week ago
Technology | Cisco R and S Network Expert - Level 3 Support
Technology | Cisco ASA Expert - Level 3 Support
Technology | Palo Alto Expert - Level 3 Support
Technology | Firepower Administrator - Level 2 Support
Technology | Pulse VPN Administrator - Level 2 Support
Technology | Fortigate Administrator - Level 2 Support
Education Qualification :
Engineer - B.E / B.Tech / MCA
Delivery Skills: 1.
Technology Management:
- Responsible for overall network technology management for the business.
Restoration and Resolution:
Identify the network issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue.
Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome.Triage:
Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 Network SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME.
This support includes coordination with 3rd party network vendor technicians.Process Compliance:
- Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly as per the defined process
- Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report)
- Followthrough and execute the various Escalation Matrix (Vendor, Internal and Customer defined)
- Ensure tickets are closed post user/customer communication
- Maintain inventory of Network equipments and links
- Constantly track tickets for SLA adherence and escalate on deviations as defined in the process
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