1st Line Network Security Engineer

Job Title: 1st Line Network Technician

Location: Ahmedabad, Gujarat

Shift timing: 4 days on 4 days off, 2x day shift 9:00 AM to 9:00 PM, followed by 2x night shift 9:00 AM to 9:00 PM IST

Overall purpose of the job:

Running of the Service Desk providing client support with a focus on providing a high level of customer service.

Key responsibilities for this job:

• First line support handling customer enquiries and support issues using our ticketing system
• Proactive network monitoring of alarms and traps for our customers via our monitoring tools
• Troubleshooting circuit faults and working with carriers to achieve fault resolution
• Driving fault resolution to ensure SLA’s are not breached
• Ensure issues are handled effectively by following our SLA Guidelines
• Escalation of faults/outages in accordance with procedures
• Taking immediate corrective action to restore services
• Maintain professional working relationships with customers, suppliers, and work colleagues
• Creating incident reports/notifications for customer distribution
• Any other fair and reasonable task or duty assigned to you by your Manager, or other senior staff member

Knowledge & Experience Required

• Passion for working in the networking field, and eager to learn and progress
• Strong customer service focus
• Experience working within a customer-focused role
• General networking, TCP/IP principles & DNS knowledge
• Excellent verbal and written communication skills with a professional phone manner
• Flexible approach to work with the ability to work effectively under pressure
• Ability to work in a team with little supervision using own initiative
• Responsible and willing to take ownership
• Positive and professional attitude

Preferred Qualifications

• Cisco / Juniper certification
• Experience working with a Managed Service Provider
• Programming language experience