Core Responsibilities
- Provide first-line support for enterprise network infrastructure including routers, switches, firewalls, VPNs, and wireless access points.
- Monitor network performance, alerts, and events using tools like SolarWinds, PRTG, Nagios, and Cisco Prime to ensure optimal uptime.
- Perform initial L1 troubleshooting for WAN/LAN connectivity, VPN issues, hardware faults, and configuration errors.
- Escalate complex incidents to L2 engineers with proper log collection, preliminary diagnosis, and ticket documentation.
- Conduct basic configuration and connectivity tests on Cisco/Juniper/Fortinet/HP/Aruba devices under supervision.
- Maintain accurate and timely incident, change, and request records in ticketing systems such as ServiceNow, BMC Remedy, or Jira.
- Execute defined Standard Operating Procedures (SOPs) and runbooks for recurring tasks and known issues.
- Assist in network health checks, performance monitoring, and link utilization tracking for enterprise locations.
- Coordinate with internal IT, cloud, and security teams during cross-functional incidents and change requests.
- Participate in 24×7 rotational shift operations, ensuring consistent monitoring coverage, timely escalation, and proper shift handover notes.
- Ensure adherence to SLA and ITIL-based support processes for all incident and service requests.
- Maintain strong communication with service delivery leads, vendors, and end-users for status updates and ticket closure.
- Support periodic patching, backup verification, and compliance checks as directed by senior engineers or NOC leads.
- Follow all security, access control, and audit-compliance guidelines during troubleshooting and device access.
- Contribute to documentation updates, including network diagrams, device inventories, and escalation matrix changes.
- Participate in ongoing learning and certification programs (CCNA, NSE, JNCIA) to enhance technical growth and team capability.