Skill : Routing switching wireless, ACI / SDWAN / DNAC
Cisco Professional along with hands on ACI / SDWAN / DNAC, Routing / Switching and Wireless, Understanding of License portal, API and Digital Wallet
- Maintains the support process and ensures that requests for support are handled according to the procedures.
- Identifies and resolves problems following agreed procedures.
- Carries out agreed maintenance tasks.
- Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required.
- Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
- Analyzes service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
- Prioritizes and diagnoses incidents according to agreed procedures.
- Investigates causes of incidents and seeks resolution.
- Escalates unresolved incidents and follows up until incident is resolved.
- Provides service recovery, following resolution of incidents.
- Documents and closes resolved incidents according to agreed procedures.
- Maintains secure, accurate, complete, and current configuration on configuration items (CIs).
- Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use.
- Remotely investigates and identifies root cause of incidents and assist with the implementation of agreed remedies and preventative measures.
- Maintains knowledge of specific specialisms, provides detailed advice regarding their application.
- Ensures efficient and comprehensive resolution of incidents, including ensuring that repairs are carried out by coordinating product requests, working with other team members.
- Provides continuous feedback to clients and affected parties and update all systems, portals and ticketing tools as prescribed by standard operating procedures.
- Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and to identify a resolution.
- Creation of knowledge articles in incident diagnosis/resolution and assist with updating as and when required.
- Upgrades skills and enhances knowledge on latest products and technologies and complete required Certification.
Knowledge and Attributes:
- Working knowledge of technical documentation.
- Knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain.
- Knowledge of vendor technologies, such as Cisco, Juniper, Aruba, RiverBed etc.
- Customer service orientated and proactive thinker.
- Problem solver who is highly driven and self-organized.
- Great attention to detail.
- Good analytical and logical thinking.
- Excellent spoken and written communication skills.
- Team player with the ability to work well with others and in group with colleagues and stakeholders.
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent in Information Technology or Computing or related field.
- Professional level certification in different Networking technologies such as (but not limited to) Cisco, Juniper, Aruba, F5, CCNP, JNCIS, ACMP etc.
- Cisco Dev Net certification.
Required experience:
- Seasoned experience in Networking technologies such as routing, switching, Wireless, SDI distribution, core and access layers.
- Seasoned experience in technical support to clients.
- Seasoned experience in diagnosis and troubleshooting.
- Seasoned experience providing remote support in Networking technologies.
- Seasoned experience in relevant technology.
