Analyze and identify all network/product requirements of the end user, implement and maintain the product/networks which are critical for the commercial clients within India, Far East and the Gulf region.
Provide a single point of contact to all commercial clients for their IT related system issues in order to avoid multiple contact points. Reduce system downtime and increase user productivity by ensuring fast turnaround time.
Implement and Maintain various products, systems and components in the network, which are purchased by the company to augment the business needs of the user effectively.
Analyse reported problems and provide solution to the best of users’ satisfaction, ensuring them that, they can execute their work with minimum disruption.
Assess and communicate unresolved/recurring problems with other IT service providers (internal&external), establish estimated downtime or corrective measures, and inform the users helping them to reorganize their productive time.
Monitor and prepare call statistics using the software tools available and inform direct supervisor of the noticed trend of the business, propose changes required which will enable management to evaluate the situation and decide on corrective measures.
Ensure escalation and other sectional procedures are maintained , and periodically inform management if the procedures need changes to effectively contribute to the changing business needs of the end users.
Schedule and co-ordinate with other relevant in-house departments, external system vendors such as Netka, Airport Labs etc. and ensure Service level agreements are met which will determine the section to provide quality service to all the users.
Qualification. & Experience
Qualified to a level of BE Electronics or Diploma in Electronics from a recognised university or college and completed a CCNA certificate course or equivalent.
Minimum of 3 yrs. experience for a B.E. Or 5 yrs. for a diploma holder, in the computer and communication industry as a customer support engineer dealing with WAN and LAN networks. Network Monitoring Systems experience will always be an additional advantage.
Training in Network administration and maintenance techniques, Network Protocols & Concepts and LAN/WAN Concept is essential.
Completion of training courses in Operating System, Application installation, support and maintenance, Client Server, Cloud concepts and practical use of real time monitoring.
INITIATIVE AND COMMITMENT TO ACHIEVE:
Has to follow up with others where their input is critical and finds alternative ways around obstacles.CUSTOMER SERVICE AND ORIENTATION:
Has to be receptive to the needs of the clients, determining and meeting these where practical.
Rapidly establishes rapport by being friendly, cheerful, patient and polite.
Job holder recommends necessary changes to meet the ever changing demand of the end user. The job holder plays a very vital role in gathering information, on the general trend and impact of the new disruption and automation technologies.
Plans ahead and produces, a plan of work in which tasks is prioritized and actioned to meet requirements. Builds in quality control checks before completing an activity.
Has to breakdown various tasks into number of smaller steps and organize each part systematically.
Absolutely necessary to update the knowledge of systems so as to produce quality output using the latest technology.