Technical Support Analyst

Job Description:

Responsibilities:

• Monitoring and Incident Management:
• Monitor the network infrastructure (routers, switches, firewalls) for performance, security, and availability.
• Provide first-line support for network incidents and service requests, escalating to higher levels as necessary.
• Diagnose basic networking issues, including connectivity problems, DNS issues, or VPN connectivity.
• Troubleshooting and Diagnostics:
• Use diagnostic tools to identify and resolve network-related issues.
• Work with customers or internal teams to troubleshoot basic network-related issues, including hardware and software problems.
• Configuration and Support:
• Configure and maintain basic network devices like switches, routers, and access points.
• Support the installation of new hardware and software to ensure smooth network operations.
• Documentation:
• Maintain accurate records of network issues, incidents, and resolutions.
• Document troubleshooting procedures and configurations to ensure continuity.
• Customer Support:
• Provide excellent customer support to end users and clients for network-related issues.
• Educate users on best practices and provide solutions for recurring issues.

Skills & Qualifications:

• Technical Skills:
• Basic knowledge of networking concepts (TCP/IP, LAN, WAN, DNS, DHCP, VPN, etc.).
• Familiarity with network devices such as routers, switches, firewalls, and wireless access points.
• Experience with monitoring and diagnostic tools (e.G., Wireshark, PRTG, SolarWinds).