Job Description
Conduct research on network products, services, protocols, and standards in support of network procurement and development efforts.Installs and maintains network file servers and network operating systems; ensures that backup copies of all files are routinely made and securely stored at separate location; maintains system documentation.Provides second level technical support to users concerning network system operations.Diagnoses problems with network equipment and performs equipment repair or upgrades when appropriate.Installs, configures, and maintains multi-user software to be accessed from file servers.Administer and maintain end user accounts, permissions, and access rights.Installs, configures, and maintains network cabling and other networking equipment such as hubs, switches, and UPS.Oversee installation, configuration, maintenance, and troubleshooting of network connected end-user hardware, software, and peripheral devicesManage security solutions, including firewall, anti-virus, and intrusion detection systems.Works in close cooperation with Systems Analyst and Lead Information Technology Technician to facilitate management of computer labs, installing any software needed for each semester and/or special seminars.Orders software, hardware, and other supplies as required for the institutional computer network, personal computers, and computer labs.Works with System Administrator and Director of Institutional Services in planning, installation, and documentation of network topology and Virtual Desktop Infrastructure (VDI)Assists System Administrator with maintenance of VOIP phone system.Performs other related duties as assigned (1.) To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (5.) To provide support for on call escalations orL3 level support and doing incident and problem management (6.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.
