Job Description
Location: Bengaluru
Work Mode: Hybrid/Work from office
Job Description:
Network Operations Level 2 Support team’s scope of work includes. To work and resolve all of the escalated tickets from the Regional / Global Helpdesk and if required, escalate it to the next level as defined in the Standard Operating Procedure.
Network Operations Level 2 shall resolve tickets either:
· Telephone Support: The Ticket is worked and closed on the telephone without having to access any system
· Remote Support: The engineer remotely accesses the relevant systems to resolve the issue / meet the TI’s request
· Physical support: The engineer will be expected physically go to TI location and resolve the issues as needed.
The Network Operations Level 2 will be expected to monitor certain queues in the ticketing system periodically and work the tickets appropriately. Statement of Work/Expectations is discussed below.
Responsibilities:
· Network Monitoring:
o Continuous monitoring on network devices and performance.
o Continuous monitoring on MAN/WAN/ISP/PRI links.
o Monitoring and reporting EPABX/IPT usage.
o Identify and resolve the issues promptly.
o Report / Escalate to higher level as per the escalation path defined to address on complex problems.
· Incident Management:
o Responding to and resolving network incidents, ensuring minimal downtime.
o Effective use of the ITSM ticketing tool
· Infrastructure Support:
o Installation and configuration of Network devices adhering to TI guidelines.
o SNMP basic configuration
o Cable plant(s) management/operations includes Datacenter, hub rooms, office space & laboratories.
o NMS management
o IPT phone infrastructure support
o Call manager support
o Voicemail system support
o Installation / Configuration on IPT/Softphone.
o Wireless LAN infrastructure support
· End User Support:
o Ensuring network connectivity to all users either wired or wireless
o Support configuration of IPT/Softphone/Call manager/Voicemail.
o GuestNet support
· Datacenter Support:
o Manage all network equipment and connections in datacenter.
o Support on datacenter operations whenever needed.
· Conference Room Support:
o Support configuration on conference room devices such as IP Phones, SIP devices, Unified conferencing devices.
o Support all network requirements for conference rooms.
· Vendor Support:
o Coordinate with suppliers for laying cables.
o Coordination with service provider for MAN/WAN/ISP links whenever required.
o Processing Return Material Authorizations (RMA) on faulty equipment adhering to TI guidelines.
o Escorting Vendors/Suppliers/Service providers into TI sites with proper authorization and adhering to TI policies for hardware service and repair.
· Inventory Management:
o Manage inventory related to network devices and its components.
o Network equipment AMC support.
· Documentation:
o Create and maintain comprehensive process documents.
o Creating and maintaining knowledge base documentation for common issues and resolutions.
o Maintaining detailed records of support activities and solutions.
o Ensure the tickets are getting closed under right product category with proper comments about the resolution steps
· Reporting
o Network/Datacenter metrics
· Compliance
o Ensure the operations align with TI policies and guidelines.
Knowledge, Skills, and Abilities Required:
2+ years of experience
Good understanding of networking hardware
Good understanding of networking protocols and terminology
Familiarity with network monitoring and management tools, such as Wireshark, SNMP, and Sevone
Excellent verbal and written communication skills
Good understanding of various Operating systems
Knowledge of ISP devices and setup
Good understanding of Network cabling and connectors
Good understanding of Voice technology (VOIP, PRI, etc..)
Good understanding of Wireless hardware and technology
Basic troubleshooting skills
Support Coverage:
Standard Working Time:
Onsite at TI Facilities 8AM to 8PM (IST) – Monday to Friday
(Not including client and Statutory Holidays)
On call Support:
All other times not covered in Standard Working Time
