Network Support Engineer

Role & responsibilities

Preferred candidate profile

1. Network Troubleshooting: Assist in diagnosing and troubleshooting network issues, such as connectivity problems, configuration errors, or performance issues.

2. Device Configuration: Assist in configuring network devices, including routers, switches, firewalls, and access points, according to established standards and guidelines.

3. Monitoring and Maintenance: Assist in monitoring network performance and health using network monitoring tools, and perform routine maintenance tasks such as software updates and patches.

4. Ticket Management: Respond to and resolve network-related support tickets or incidents raised by users or other IT teams, ensuring timely resolution and proper documentation.

5. Emergency Response: Be available for on-call support or emergency response duties to address critical network issues outside of regular business hours.

6. User Support: Provide technical support to end-users regarding network connectivity issues, VPN access, wireless connectivity, and other network-related inquiries.

7. Adherence to Policies: Adhere to network policies, procedures, and standards established by the organization, including change management processes and compliance with regulatory requirements.

8. Security Compliance: Assist in implementing and maintaining network security measures, such as access control lists (ACLs), firewall rules, and intrusion detection/prevention systems (IDS/IPS), to ensure compliance with security policies and standards.

9. Capacity Planning: Assist in monitoring network bandwidth usage and capacity trends, and provide input for capacity planning and network expansion projects.

10. Collaboration: Collaborate with other team members, including network engineers, system administrators, and security analysts, to troubleshoot complex network issues and implement solutions.

11. Customer Satisfaction: Ensure high levels of customer satisfaction by providing prompt, courteous, and effective support services to end-users and stakeholders.

12. Vendor Coordination: Coordinate with network equipment vendors or service providers for hardware replacements, software upgrades, and troubleshooting assistance when necessary.

13. Problem Management: Participate in problem management processes to identify root causes of recurring network issues and implement corrective actions to prevent future occurrences.

14. Training and Development: Continuously learn and develop technical skills related to networking technologies, protocols, and best practices through training, self-study, and hands-on experience.

15. Documentation: Maintain accurate documentation of network configurations, topology diagrams, troubleshooting procedures, and resolutions, ensuring that information is up-to-date and accessible to team members.