- Follow severity guidelines to ensure resolutions within specific timeframes If they are unable to resolve the problem or have not identified steps necessary for resolution they refer to tier 3 best equipped to resolve outage
- A strong understanding of the ITIL framework and its application in a production environment
- Troubleshoot resolve the incidents and problem tickets within SLASLO
- Develop and maintain a working knowledge of existing and new technologies
- Good analytical and troubleshooting skills the ability to think logically through a problem and must have the initiative perseverance and commitment to see problems through to resolution
- Performs end to end testing of network firmware software features system functionalities and capabilities
- Performs Advanced Level Troubleshooting Analysis and Diagnosis of Complex Networking Problems
- Assist T1 Level 1 Engineers in Recreating Customer Issues
- Provide Training Mentoring to the New Hire L1 Engineers
- Drive continuous improvement and process change suggestion to management
This job is provided by Shine.com
