Service Desk Analyst L1 with CCNA

Job Responsibilities include:

  • Configure cisco routers and switches for provisioning tasks remotely as may be required to respond and resolve faults assigned to you.

  • Receive frontline calls and emails (tickets) about customer faults, classify and respond or escalate where required to senior engineers.

  • Continue to follow-up on existing faults in the ticketing system by contacting related third parties and updating customers where required.

  • Reviewing new tickets and classifying and assigning fault tickets to the relevant support staff

  • Provide manual administrative tasks in the network and virtual cloud environment

  • Perform routine testing of highly available redundancy solutions and complete checklists

  • Perform quality assurance on closed/resolved incidents to ensure correct processes were followed

  • Perform other after-hours tasks as directed by project managers

Desirable experience

  • Experience in server management through Command prompt/C Panel or Plesk.

  • Experience in a telecommunications/ISP call center, preferably a network operations role.

  • Network design skills using Visio, feel free to provide some samples.

  • Experience with Cisco routers

  • Experience with ITIL based ticketing systems

  • Experience with Fortigate security devices

  • CCNP certification is desirable

Industry of the Employer - IT - Hardware / Networking

Functional Area of the Job - Technical Support / Helpdesk, Network / System Administration

Total Experience - 1 Yr to 3 Yrs

Annual Salary Offered - Rs 2.0 Lakh / Yr to Rs 5 Lakh / Yr

Location of the Job - Kochi

Job Type - Full Time

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IT Service Desk Analyst

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