Experience Required: 1 to 3 Years
Job Location: Bangalore
Education Required: B.Tech / BE, M.Tech, MCA
Key Accountability:
- Working to predefined SLAs & KPIs
- Maintaining accurate logs via ticketing systems
Working Relationships and Interfaces:
- Hosting Techops
- Customers
- Hosting 3rd Line
- Hosting Frontline
Skills Required:
- 1-2 years experience of working on ASA, Checkpoint, Juniper and other firewalls
- Cisco LAN switching including spanning tree protocol
- Excellent customer communication skills
- Proven troubleshooting ability
- Capable of prioritising and managing high volume workloads from multiple sources , working to strict SLAs
- Team and individual working skills
- Ability to guide other members of the team
- Managing complex changes involving working with different teams within hosting
Job Description:
As a member of the Hosted Security Networks Support team you will be responsible for maintaining the smooth operation of all aspects of customers hosted infrastructure. Essentially a support role, the core activities include customer liaison, diagnosis and resolution of faults, investigation into recurring issues, planning and implementing of change and offering technical advice to customers. You will be a proven troubleshooter with an excellent understanding of the OSI Model and strong networking skills, ideally with a cross skill of Network and Security devices.
Specifically, this will include:
- Troubleshooting and resolution of incidents, working to critical SLAs.
- Configuration and routine house keeping, including layer 2/3 troubleshooting, device upgrades and replacements.
- Planning and implementing of customer and internal changes, based around an ITIL framework.
- Raising vendor fault tickets, managing the replacement and return of failed devices with hardware suppliers in accordance with SLA. Utilising escalations matrices where required.
- Coaching other members of the support team, sharing technical and customer knowledge in a helpful and timely fashion. This will typically include producing documentation and/or developing and delivering technical briefings or coaching sessions for colleagues.
- Approving change requests
- Taking an active role in your own development and working towards gaining industry recognised certification in the core products supported in addition to developing other technical and interpersonal skills.
- Ability to learn on the job with a view to managing new devices and technologies.
