Job description NL -2
|| Duties & Responsibilities ||
Network Support:
- Provide L2 technical support for enterprise networks including WAN, LAN, routers, switches, firewalls, wireless controllers, and access points.
- Basic understanding (Concept) of SD-WAN technologies (preferably Cisco Meraki and Cisco ISE).
- Configure and support remote access solutions such as SSL and IPSEC VPN.
- Manage and troubleshoot DNS/DHCP services and scopes.
Vendor & ISP Coordination:
- Liaise with ISP/vendor support for issue resolution and link restoration (ILL/MPLS/SD-WAN/Fiber Channel).
Network Device Management:
- Expertise in CLI-based management of network devices (routing, switching, firewall).
- Handle advanced tasks like IOS upgrades, configuration backups/restores, routing protocols (static/dynamic), policy-based routing, and SLA configurations.
- Layer 2 configuration knowledge (VTP, STP, VLANs, port security).
Incident & Change Management:
- Respond to major incidents proactively, ensuring timely resolution of NMS/customer-generated alerts.
- Maintain accurate documentation in ITSM (including configuration details and ticket attachments).
- Communicate effectively with clients on ticket status, planned changes, or outages.
Collaboration & Escalation:
- Work with cross-functional teams (FMS, Asset, Compliance, Security, NOC/SOC) to uphold service standards.
- Escalate complex service requests as needed to avoid SLA/OLA breaches.
- Leverage ITSM, ITAM, and NMS tools to resolve issues with minimal disruption.
-: KRA (Key Responsibility Area): -
Advanced Troubleshooting:
1. Investigate and resolve more complex network issues i.e, Network flapping/latency, AP related troubleshooting, VPN, ERP access, AD Sync/Replication due to N/w Infra, Authentication etc.
Configuration:
1. Preliminary Configuration and Health Management of Routers, Enterprise Switches, Firewall, Load Balancer, AP
2. Implement basic changes/fine tuning to improve network performance issues.
Security:
1. Implement network security measures, monitor & management.
2. Proactive monitoring and respond to security incidents/alerts.
Collaboration:
1.Co-ordinate/ Forward tickets for critical issues in timely manner.
2. Assist in the planning of network upgrades and expansions, Device Refresh, Activity.
