- Monitor Network Devices: Continuously monitor network devices, including routers, switches, firewalls, and other infrastructure components, using network management tools and systems.
- Triage Trouble Tickets: Receive and categorize trouble tickets based on priority and severity. Determine the appropriate course of action and escalate issues as needed.
- Initial Troubleshooting: Perform preliminary troubleshooting of network issues to identify and resolve problems. Utilize diagnostic tools to gather data and analyze network performance.
- Incident Response: Respond to network incidents promptly to minimize downtime and ensure quick resolution. Follow established incident response procedures.
- Documentation: Maintain detailed documentation of network issues, troubleshooting steps, and resolutions. Update network diagrams and inventory records as required.
- Communication: Effectively communicate with internal teams, external vendors, and customers regarding network status, issues, and resolutions. Provide clear and concise updates on ticket status.
- Collaboration: Work closely with Level 2 and Level 3 support teams to escalate complex issues and collaborate on problem resolution.
- Compliance: Adhere to company policies, industry regulations, and best practices for network operations and security.
Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”
