Service Desk Specialist

2 weeks ago

Aligarh, India Sharp Brains Full time

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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