Responsibilities:
- Responsible for monitoring, troubleshooting, and resolving network and server issues on a rotational basis.
- Manage alerts, escalated calls, and help desk tickets to meet SLA requirements.
- Adhere meticulously to Standard Operating Procedures (SOP) for handling system alerts and routine tasks.
- Maintain flexibility in work schedules, including the possibility of working unconventional shifts.
- Step in to cover shifts for colleagues during their absence, ensuring continuous and reliable support.
- Monitor network and security devices, including routers, firewalls, switches, wireless controllers, access points, etc.
- Perform daily monitoring for network infrastructure and security issues using management tools and systems.
- Investigate network issues, conduct root cause analysis, and collaborate with other teams to resolve issues within SLA.
- Escalate critical incidents to higher-level support or specialized teams as needed and ensure timely resolution.
- Maintain comprehensive records of network incidents, changes, and resolutions for future reference and reporting.
Qualifications: - Bachelor's degree in Electronics Engineering, Computer Engineering, Information Technology, or other IT-related courses.
- Good knowledge of networking principles, protocols, and technologies (e.g., TCP/IP, DNS, DHCP, VPN, SDWAN)
- A minimum of 1 years of relevant experience in network-related roles is required for this position.
- CCNA certification is required.
- Experience in Networking Security solutions such as Fortinet, Palo Alto, Checkpoint, and Sophos .
- Experience in Networking solutions such as Cisco, HPE, Juniper, Aruba, Dell, and Ruckus
- ITIL v4 Foundation certification is a plus
- Able to work rotating shifts to support 24/7 operations.
- Excellent communication and customer service skills.
* Good troubleshooting skills and ability to work independently.
