DGM - Technical Support

3 weeks ago


Sany, India Randstad India Full time

Job Overview:

The Technical Support Engineer in IT Network isresponsible for providing technical assistance and support toendusers ensuring the efficient operation of the organizationsnetwork infrastructure. This role involves diagnosing and resolvingnetworkrelated issues implementing network solutions andmaintaining a secure and reliable network environment. Whats moreyou need to be experienced in the standard operation of a callcenter team providing qualified support to all customers.

KeyResponsibilities:

  1. Enduser Support:

Respond to and resolve enduser networkrelatedissues through various communication channels (phone emailchat).

Guide endusers in troubleshootingnetwork problems and provide stepbystep instructions to resolveissues.

  1. Network Troubleshooting:

Diagnose and troubleshoot network issuesincluding connectivity latency and bandwidth problems.

Utilize network monitoring tools to identify and addressperformance bottlenecks and potential security threats.

  1. Configurationand Maintenance:

Configure and maintain network devices including routers switchesfirewalls and other networking equipment.

Implement and manage network security measures such as firewallsVPNs and intrusion detection/prevention systems.

  1. Collaborationwith IT & Sales & R&D Teams:

Collaborate with teams to resolve complextechnical issues that may involve multiple systems ordepartments.

Provide input on network designand infrastructure improvements.

  1. Documentation:

Maintain accurate and uptodate documentationof network configurations procedures and troubleshootingsteps.

Develop and update knowledge basearticles for common network issues and resolutions.

  1. Training andKnowledge Transfer:

Conduct training sessions for endusers on networkrelated bestpractices and security awareness.

Shareknowledge and provide guidance to junior support staff onnetworkrelated matters.

  1. Emergency Response:

Participate in oncall rotations to addressnetwork emergencies and provide support outside regular businesshours.

Implement contingency plans for networkoutages and disasters.

  1. Call Center Team Leader:

Good knowledge in service supportaspect

Evaluating junior engineers performance

Qualifications andSkills:

  • Bachelors degreein Computer Science Information Technology or relatedfield.
  • Proven experience in network support ora similar role(5 years).
  • Indepth knowledge ofnetworking protocols TCP/IP DNS DHCP VPNs and other networktechnologies.
  • Strong analytical andproblemsolving skills.
  • Excellent communicationand interpersonal skills.
  • Experience inoperating a call center team providing qualified services tocustomers.
  • Industry certifications are a plus.



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