DGM - Technical Support

Job Overview:

The Technical Support Engineer in IT Network is responsible for providing technical assistance and support to endusers ensuring the efficient operation of the organizations network infrastructure. This role involves diagnosing and resolving networkrelated issues implementing network solutions and maintaining a secure and reliable network environment. Whats more you need to be experienced in the standard operation of a call center team providing qualified support to all customers.

Key Responsibilities:

1. Enduser Support:

Respond to and resolve enduser networkrelated issues through various communication channels (phone email chat).

Guide endusers in troubleshooting network problems and provide stepbystep instructions to resolve issues.

1. Network Troubleshooting:

Diagnose and troubleshoot network issues including connectivity latency and bandwidth problems.

Utilize network monitoring tools to identify and address performance bottlenecks and potential security threats.

1. Configuration and Maintenance:

Configure and maintain network devices including routers switches firewalls and other networking equipment.

Implement and manage network security measures such as firewalls VPNs and intrusion detection/prevention systems.

1. Collaboration with IT & Sales & R&D Teams:

Collaborate with teams to resolve complex technical issues that may involve multiple systems or departments.

Provide input on network design and infrastructure improvements.

1. Documentation:

Maintain accurate and uptodate documentation of network configurations procedures and troubleshooting steps.

Develop and update knowledge base articles for common network issues and resolutions.

1. Training and Knowledge Transfer:

Conduct training sessions for endusers on networkrelated best practices and security awareness.

Share knowledge and provide guidance to junior support staff on networkrelated matters.

1. Emergency Response:

Participate in oncall rotations to address network emergencies and provide support outside regular business hours.

Implement contingency plans for network outages and disasters.

1. Call Center Team Leader:

Good knowledge in service support aspect

Evaluating junior engineers performance

Qualifications and Skills:

• Bachelors degree in Computer Science Information Technology or related field.
• Proven experience in network support or a similar role(5 years).
• Indepth knowledge of networking protocols TCP/IP DNS DHCP VPNs and other network technologies.
• Strong analytical and problemsolving skills.
• Excellent communication and interpersonal skills.
• Experience in operating a call center team providing qualified services to customers.
• Industry certifications are a plus.