SME - Digital Network & Security Expert
1 month ago
Key Responsibilities:
As a Senior Network and Security Specialist - SME, you will be responsible for proactive monitoring of Windows, VMWare, and HyperV administration, identifying and resolving issues based on SOPs, and recording findings and analysis in tickets.
Technical Requirements:
Working knowledge of multiple Windows OS platforms, OS configuration on different roles - Domain, WINS, DNS, DHCP, IIS, WSUS, and experience with technology and system administration.
Education Qualification:
Any graduate with a degree in engineering or science.
Delivery Skills:
1. Proactive monitoring: Initiate Windows, VMWare, HyperV administration, monitoring, based on SOPs fix the possible issues, Record the findings and analysis in to the ticket
2. Restoration and Resolution: Identify the 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
3. 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 L2 support
4. Process Compliance:
- Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented 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 and engineer
- Followthrough and execute the various Escalation Matrix (Vendor,Internal and Customer defined)
- Ensure tickets are closed post user/customer communication
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