Job Description

Job Summary

Responsible for Operating Technology Network Administration and Support at the client sites in line with the service level agreements in place. The Network Administrator ‘s responsibilities are defined by the scope of the annuity contract. His or her primary objectives are to deliver a professional network support service that meets and exceeds the customer’s expectation

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Lan/Wan Management And Support Operations To Ensure Compliance With Company Policies.
2. Provide Advanced Support For Complex Incidents Escalated By Analysts, Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Intricate Technical And Security Issues.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Overall Team Performance.
4. Resolve Complex Service Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations And Robust Security Posture.
5. Ensure A Positive Customer Experience By Achieving First Call Resolution, Minimizing Rejected Resolutions And Case Reopenings, While Proactively Mitigating Potential Security Threats.

Skill Requirements

Data, LAN, WAN Networking

Other Requirements

Work within a team to automate management tasks, streamline processes and perform standard rnrnadministration functions as needed. rnrn· Resolving cross-functional issues at technical level. rnrn· Carry out industry standard test to diagnose and resolve faults. rnrn· Explain technical solutions to non-technical staff. rnrn· Gain in depth knowledge of the skills required to monitor and diagnose problems relating to rnrntechnical area. rnrn· Adhere to SOP’s, technical and architectural documentation to agreed quality standards. rnrn· Perform additional duties as assigned by management. rnrn· Maintain professionalism, good attitude and appropriate behavior with IM personnel, clients and rnrnvendors.