Job Summary
The LAN/WAN Support Administrator plays a crucial role in ensuring seamless network operations by independently resolving technical issues, providing on-call support, and conducting root cause analyses. This position is vital for maintaining high-quality customer service and satisfaction, thereby contributing to the organization's operational excellence.
Key Responsibilities
1. Provide Technical Support For Lan/Wan Networking Issues By Troubleshooting And Resolving Incidents To Meet Agreed Service Level Agreements, Ensuring Minimal Disruption To Operations.
2. Conduct Root Cause Analysis On Escalated Issues, Employing Diagnostic Tools And Methodologies To Identify Underlying Problems And Implement Effective Solutions.
3. Enhance Operational Efficiency By Updating And Managing The Knowledge Base, Documenting Resolutions, And Sharing Best Practices To Foster A Culture Of Continuous Improvement.
4. Train And Mentor New Team Members And Analysts, Facilitating Knowledge Transfer And Ensuring Adherence To Quality Standards And Company Policies.
5. Ensure Positive Customer Experience By Optimizing First Call Resolution Rates And Minimizing Case Reopens, Ultimately Aiming For High Customer Satisfaction (Csat) Scores.
Skill Requirements
1. Proficient in LAN/WAN technologies and protocols.
2. Strong troubleshooting skills in network connectivity issues and performance optimization.
3. Familiarity with network monitoring tools and diagnostic software.
4. Ability to analyze complex issues and implement effective solutions independently.
5. Excellent communication skills for effective customer interaction and team collaboration.
6. Excellent hands-on experience on the following technologies:
7. Routing protocols � EIGRP, OSPF, BGP
8. LAN Switching � VLAN, VTP, STP, EtherChannel, CoS
9. WAN � MPLS, MPLS/VPN, MP-BGP
10. TCP/IP protocol suite, Quality of Service
11. Application protocols - HTTP, HTTPS, FTP, SMTP, SNMP, SSL etc.
12. Network Security - IPSec VPN, AAA Architecture, TACACS+, RADIUS, firewalls
13. Data Center Architecture � Network, Server, Storage
Must Have Skill
Network LAN/WAN mgmt
Good to Have Skill
Other Requirements
1. Optional But Valuable: Cisco Certified Network Associate (Ccna) Or Equivalent Certifications.
2. Excellent communication and presentation skills. Must be able to clearly communicate with the customer and be able to present solutions to customers at CIO, CXO level
3. Must be open for 24x7 environment
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