Service Desk Specialist

Job Purpose
Ensure L&T DCCS and Its Customers business continuity by providing 24/7 Infrastructure Monitoring & Network Support. The NOC/Infra Engineer is responsible for managing and maintaining our end Infra as well as clients networks. Ensuring client satisfaction and quieting their networks are essential in this position. The role requires working in shift schedule (to cover 24/7).
Junior Engineer experience of handling Enterprise or Datacentres LAN/WAN Infrastructure (Router and Switches Juniper, Cisco and Dell), Load Balancers F5, Citrix, Juniper , Array Network ,DDOS and WAF and perform day to day Network operational activities.

Role Description
Key Responsibilities

• Monitoring exposure on Network, Server, Database, Storage Cloud, and web /applications monitoring experience
• To provide 24/7 network health investigation and signal to report by using Server, network, and application monitoring software
• To review general clean-up of ticket queue received either from internal stakeholder or external
• To ensure routine follow up with consumers via e-mails, phone calls or chat and ensure timely resolution to incident tickets of customers.
• To supervise an active queue of trouble tickets through resolution and closure
• Monitor IT functions of managed service providers and customers
• Adhere to SLA & internal OLA and Providing First Touch resolution on Incidents and Service Request
• Follow documented support procedures, managing each issue through resolution or turnover to maintain established service levels.
• Track update and resolve all assigned incidents, changes and problem reports in the incident management system, ensuring that documentation is thorough, accurate and meets a standard of high quality.
• Properly escalate incidents in a timely manner per support guidelines and procedures.
• Proactively monitor, recognize, analyse, isolate and/or resolve documented hardware and software problems utilizing a variety of hardware and software testing tools & techniques.
• Liaise with L2 support groups and/or development groups to collaborate on the resolution of incidents.
• Performing regular checks on network hardware and software.
• Managing system backups and network security protocols, Support, configuration, maintenance and upgrading of all networks and infrastructures for corporations
• Knowledge of Sysadmin and Linux skills
• Creating Standard Operating Procedure for Operations and updating KB articles
• To provide top class remote service and on-site support to customers as per the SLA…
• Performing regular checks on network hardware and software.
• Desire to learn and develop all necessary technical & Analytical thinking skills
• Strong skills in working with clients and communication
• Experience in IT regarding the support and resolution of hardware and software issues
• Ability to multi-task & creatively solve problems.
• Knowledge of network cabling, network classification and network topology

EDUCATIONAL QUALIFICATIONS: (degree, training, or certification required)Diploma, BE/B.Tech or Any degree with Computer Science or Electronics & Communication

RELEVANT EXPERIENCE: (no. of years of technical, functional, and/or leadership experience or specific exposure required)

• 3+ years of Networking experience; knowledge and hands-on experience of LAN (wired & wireless), WAN, and Network, Servers OS Windows/Unix, Vmware, Storage and Backup environments
• Understanding of all OSI Layers from application to physical
• Working knowledge two or more of the following vendors: Arista, Juniper, Cisco & Nokia
• Experience with Layer 2 & Layer 3 protocols
• Experience with BGP and OSPF operational environments
• Experience with Wireless Networking (Deployment, operations, and troubleshooting)
• Experience with Network Management Systems architecture, such as network monitoring, fault detection, device management, etc.
• Experience with network management /automation tools such as Cisco Prime, Panorama, Tufin, Algosec.
• Experience with network monitoring systems such as InfraON, SolarWinds, Science Logic
• Experience with Monitoring Tools for all devices & application availability and Performance
• Experience with Network Management Systems architecture, such as network monitoring, fault detection, device management, etc.
• Knowledge of Solarwinds, checkmk, NetCool or other fault monitoring toolsets
• Knowledge of ServiceNow or other incident and change management tools
• Broad knowledge and background on TCP/IP, MPLS, SDWAN, WAN, and LAN technologies.
• Basic working knowledge on Juniper MX, EX & QFX , Cisco 65xx/72xx/76xx, Nexus 5k/7k , Arista switches, Bluecoat proxy, F5 LTM & GTM
• Ability to interpret firewall logs and look for specific permission or denial of a source IPs to a specific destination in support of troubleshooting
• Experience with network management tools such as Ansible, Cisco Prime, Panorama, IPAM.
• Experience with network monitoring systems such as SolarWinds, Nagios, or App dynamics.
• Experience with helpdesk software systems such as Jira, Remedy, or ServiceNow.
• DC documentation to be updated on timely manner
• Experience in racking mounting the network or server infrastructure
• Assist the customers in providing the remote access for the DC infrastructure
• Experience with Monitoring Tools and Running Health scrip to Monitor Data base and Storage Health checks and Performance Monitor
• Professional Certifications like ITIL,VCTA,CCNA, Azure or AWS, Red Hat and Microsoft System Administration, any one is mandatory.

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