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Job Description
- Maintain network troubleshooting and assure a smooth and uninterrupted call center network communication system :
- Acting as a second line support for the associate network administrator
- Identifies, diagnoses, and resolves network problems.
- Research questions using available information resources.
- Routine maintenance of the HW and SW according to agreed plans.
- Track and route call center agents problems and requests and document resolutions.
- Identify and escalate situations requiring urgent attention.
- Prepare activity reports.
- Stay current with system information, changes and updates
- Implement configuration and their associated changes on all Switches and Routers.
- Tests, and maintains LAN , PRI’s & internet connections equipment’s and related services
- Manages Technical issues with third parties’ (second line support) and suppliers according to maintenance and support contracts terms and conditions.
- Updates network documentation and diagrams.
- Monitors the network security setup and protect the IT infrastructure from intruders and hackers.
- Monitors system performance and implements performance tuning according to instructions and guidelines of administration
Job Requirements
- In-depth knowledge of hardware and software.
- Up-to-date knowledge of the latest IT and software trends.
- Strong customer service ethos.
- Ability to work well with people.
- Strong communications skills.
- Excellent organisational skills