Key Responsibilities
1. Adhere to quality standards and regulatory requirements by implementing best practices in LAN/WAN management and support operations to ensure compliance with company policies.
2. Provide advanced support for complex incidents escalated by analysts, performing root cause analysis and implementing effective solutions to resolve intricate technical and security issues.
3. Engage in value-adding activities such as updating and managing the knowledge base, training new team members, and coaching analysts to enhance overall team performance.
4. Resolve complex service tickets within agreed SLAs by collaborating with cross-functional support teams, ensuring seamless operations and robust security posture.
5. Ensure a positive customer experience by achieving first call resolution, minimizing rejected resolutions and case reopenings, while proactively mitigating potential security threats.
Skill Requirements
1. Advanced proficiency in data LAN/WAN technologies and troubleshooting techniques.
2. Strong analytical skills for performing root cause analysis and resolving complex technical issues.
3. Excellent communication skills for effective collaboration with team members and stakeholders.
4. Familiarity with IT service management tools and ticketing systems.
Certification
1. Optional but valuable: Cisco Certified Network Associate (CCNA)
2. Optional but valuable: CompTIA Network Certification
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