Network Support Technician L2

Job Responsibilities:

In-Scope Configuration Items

• Servers (Virtual & Physical)
• Storage & Backup Devices
• Server Appliances
• Hyper Converged Infrastructure (E.g. Nutanix, Cisco UCS)
• Tape Storage Units
• Power Distribution Units rated 3KVA and below
• SAN Fabric Switches
• Network Switches
• KVM Units
• WAN Optimization Devices
• Firewalls
• Access Points
• Routers
• Cables which connect the device to itself, a peripheral, or a power/network port

Technical Tasks List

• Power Cycling
• Running Diagnostics Commands
• Conducting whole unit replacement
• Inserting/Removing Media
• Replacing Defective Components
• Assist with fault diagnosis and investigation
• Configuring Remote Access
• Basic Storage Array Configuration
• Replacing faulty cables
• Tape Management and Maintenance

Operations Tasks List

• Updating and Recording of activities in relevant IT Ticket Management System
• Coordinating and agreeing attendance time and date with key stakeholders
• Provide support either through phone, remote tools, or in person at onsite
• Perform installation as needed either through physical or network medium
• Coordinate actual activity date and timings including arrival and departure times.
• Carry all necessary tools, laptops etc. which might be needed to support issues in the infrastructure environment
• Labelling, Patching and Asset Tagging activities
• Following specific task instructions and provision necessary reporting as necessary.

Job Requirements:

Technical Skills

• Good general understanding of IT principles such as Networks, Hardware and Domains
• Knowledge of Infrastructure (Data Center and Network) hardware architecture as to understand the procedure shared by L3 teams during troubleshooting, H&E support
• Knowledge of server/client operations in a domain environment including Active Directory
• Understanding of current and legacy hardware Infrastructure platforms
• Excellent hands-on experience in installation and troubleshooting Infrastructure (DC & Network) equipment’s, Rack and Stack of the equipment/cable
• Good Hands-on Experience in IMAC and Break-fix activities related to Infrastructure environment
• Ability to identify the right defective spares and replace them with provided good spares as instructed and by physical observations
• Knowledge of TCP/I P standards and networking
• Experience with Tape Management activities

Training and Certifications

• CompTlA A+, MCP/MCSE, CCNA are desirable certifications
• Knowledge of ITIL and experience of working within an ITIL environment would be beneficial

Language skills needed

• English and Local Language

Soft Skills

• Exceptional customer facing skills
• Able to communicate clearly and effectively both with Client and the Customer
• Logical and analytical approach to work
• Accurate record keeping
• Able to work unsupervised
• Good timekeeper
• Intense focus on quality work
• Productive and Efficient

Academic Background

• Bachelor of Engineering / Technology / Science or Equivalent Work Experience

Overall Experience (in yrs.)

• 3 – 5 years