Job Description

• Responsible in handling Critical and Non-Critical incidents.
• Responsible in trouble shooting on assigned incidents and providing resolution based on agreed targets.  
• Perform troubleshooting functions involving Routers, Switches, Wireless Controller and Access Points. 
• Responsible in providing timely and accurate update and information on assigned incidents and service request.
• Responsible on timely escalation of incidents which cannot be resolved on time or would need vendor/third party support.
• Coordinate with concerned teams, vendors, and/or appropriate third party as part of operations escalation as necessary. 
• Ensure that all escalation information is accurate and periodically updated, and that all relevant members of the team are regularly informed on the status of the operations escalation process
• Responsible in providing inputs during root cause analysis.

• Bachelor’s Degree in Information Technology, Computer Science or other relevant field
• Experience in Avaya plus VoIP and OBX
• Network administration, operations & maintenance troubleshooting
• Administration of Cisco Routers/Switch, Aruba Switch, Load Balancer, Aruba Wireless Controllers and Access Points.
• Service Support, Service Delivery, IT Service Management, IT Operations
• Must have a good command of English (oral and written communication) and effective presentation skills.
• CCNA, CCNP, or JNCP Certification is preferred