Description

You manage IT services and support, ensuring systems run smoothly while investigating incidents and optimizing processes. Your role involves providing assistance and maintaining documentation for ongoing improvement.

Requirements

• •Basic understanding of Pulse Secure SSL VPN
• •Basic understanding of Virtual Juniper
• •Basic understanding of Palo Alto Firewalls
• •Basic understanding of Fortinet Firewalls
• •Basic understanding of Cisco Nexus switches
• •Basic understanding of ASr and ISr routers
• •Basic understanding of Cisco ACS
• •Basic understanding of ISE
• •Basic understanding of Meraki switches
• •Basic understanding of BGP
• •Basic understanding of OSPF
• •Basic understanding of EIGrP
• •Highly disciplined in handling tickets
• •Ability to resolve tickets using knowledge articles
• •Good understanding of ITSM tools
• •Good understanding of ITSM processes
• •Strong planning skills
• •Strong work ethic and longer hours
• •Adaptability to changing environments
• •Client-focused approach
• •Aptitude to communicate across cultures
• •Excellent active listening skills
• •Positive outlook and resilience under pressure
• •Bachelor's degree in information technology

Tasks

• •Provide managed services for IT infrastructure.
• •Monitor client systems and catch errors promptly.
• •Investigate incidents and determine root causes.
• •Offer support via phone, ITSM tickets, or chat.
• •Execute maintenance activities like patching.
• •Ensure smooth shift handovers for service continuity.
• •Identify optimization opportunities for processes.
• •Support project work and disaster recovery tests.
• •Resolve incidents and requests efficiently.
• •Update knowledge and share insights for improvement.

Tools & Technologies