Key Responsibilities and Accountabilities

• To provide 1^st line of technical support, by monitoring the IT Infrastructure environment via our monitoring tools.
• The IT Infrastructure includes Network devices, Physical and virtual servers, storage, WAN circuits.
• To proactively respond to incidents based on Alerts and Event Correlation.
• Alert acknowledgement and SOP based troubleshooting.
• Resolve a high percentage of incidents at first point using SOP based troubleshooting.
• Raise incidents/tickets to escalate problems to second level support areas as appropriate.
• Coordinate with Vendors and Service providers in case of outages.
• Work closely with help desk peers in verifying issues and outages.
• Inventory Management for All Infrastructure Devices including Servers, Switches/ Routers/ etc. for sites, HQ and DC
•  Follow defined staffing schedule.
• Ensure all the KPI’s are met through following standard processes and procedures.

Education & experience

• Any Graduation Degree or equivalent
• Experience in a range of 2-3 Years
• CCNA+MCSE Certifications is a must.
• Experience in providing NOC services and 1^st level IT Support

Competencies

Technical / Functional Competencies

• Technical knowledge of Cisco Devices such as routers, switches, interfaces, WAN LAN WIFI
• Technical knowledge of Compute systems such as Servers, VMs Storage
• IT Process Improvement

Behavioral Competencies

• Excellent Communication
• Time management
• Result orientation

Main KPIs

• 90% of tickets to be closed within 24 hours & rest 10% within 3 days