Roles & Responsibilities

• Troubleshooting hardware and software issues.
• Installing and upgrading operating systems and computer software
• Configuration and troubleshooting experience with network hardware, specifically Cisco.
• Troubleshooting experience with Network and Telecom products
• Experience in working in datacenter environment with hands on support
• Ability to travel to multiple sites to troubleshoot network, telecom, and server issues

 

Network 

• To install, execute integration and offer support to all Cisco based network technology ( Cisco Routers, switches, Nexus switches, Firewalls etc)
• Should have a fair knowledge of network setups like knowledge of LAN, WAN, VLAN, Wi-Fi, router installation, and ISP broadband
• To install, repair and upgrade all network set-up and deliver technical and onsite support
• Technicians should be knowledgeable about TCP/IP protocols, DHCP, DNS, Active Directory, and other networking basics.
• Install wireless computing networks, cabling, and connections.
• Technicians should have had experience in single-mode, multi-mode, fiber optic, and CAT5/6 cabling
• Cable tracing and testing experience in the closets ( MDF/IDF)
• Ability to trace the Wireless access points physically and troubleshoot
• Knowledge to swap/change the network switches, modules, parts 

 

Desktop

• Responding to client support requests.
• Contacting clients to find out the nature of the problem.
• Troubleshooting hardware and software issues.
• Flexible to work round the clock (During Crisis and Storm Duty)
• Travelling to the client’s location or connecting via remote link.
• Installing and upgrading operating systems and computer software.
• Troubleshooting networking and connection issues.
• Advising on software or hardware upgrades.
• Providing basic training on computer operation and management.
• Completing job reports and ordering supplies.
• Configuring printers and other peripheral devices
• Shared drive mapping
• Mobility support (Mobile device management) 
• Mobile Device Terminal troubleshooting
• Vendor co-ordination at sites
• Completing the Service Request on time (Within the defined SLA)

 

Telecom

• Familiar with telephone 66 and 110 block.
• Familiar with wiring schema for 66 and 110 block.
• Ability to identify Carrier DMARC equipment and perform loop back testing with the Carrier.
• Ability to test/tone cabling from the MDF/IDF out to the desk or phone location. Isolate faults to the punch down, phone jack and/or overhead cable.
• Ability to perform basic troubleshooting of the wiring at the desk jack or in the MDF/IDF “on the frame”. Re-terminate/punch down to resolve incidents.
• Phone Add or Move – Understanding of the house cabling to identify the phone in question for a new phone “add” or move of a phone.
• General telephony concepts- RJ 11/RJ 45, Tip/Ring and basic color code.
• Most blocks will be 66/110 but there is other stuff out like BIX and even some old wire wrap.
• Strong interpersonal and customer service skills with the ability to work effectively with both local and remote staff, teammates, managers or executives. 
• Strong working knowledge of datacenters, racking and cable standards. 
• Must be willing to travel to local datacenters on short notice.