From New Era India Consultancy Pvt. Ltd.
- Salary range:₨ 3,50,000 - ₨ 7,00,000 / Yearly (Gross) (Gross Pay)
- Job type:Full time
- Position type:Permanent
- Vacancies:1
- Minimum experience:Between three and five years
- Minimum education:Compulsory Education
- Category:Jobs in IT - Systems / Networking / Security
Job Description
Primary-Expertise on routing Protocols- OSPF,BGPHigh end Routers and Switches
Secondary - experience on cisco security products- ASA/pix/checkpoint (firewalls)/IPS/IDS(Not Mandatory)
CCNA required
I want professional who are providing either infrastructure or production support.
L-2 Support
Hands on in managing escalations , ticketing issue , ticketing resolving.........
• Provide technical assistance to customers for all priority cases
on core devices as well as customer end device.
• Help customer for P1 critical issue to resolve.
• Extended level hardware troubleshooting on M/T/MX series
devices.
• Analyze customer setup and recreate customer issue in lab, if
need to file PR or escalation to next level of engineering team.
• Provide assistance during MW to troubleshoot issue.
• Provide timely and informative case updates to customers both
verbally and electronically.
• Update relevant case fields during the lifecycle of the case.
• Leverage existing technical resources as needed to resolve customer issues.
• Maintaining the priority based SLA on cases according to their priorities.
• Handling additional role of Queue Lead by taking care queue and assigning cases to L1 & L2 engineers on the floor by analyzing the case criticality or priority and customer program support.
• Daily/ Weekly/ Monthly Report to be Prepared, Reports consist of........
Daily Report
To prepare Daily Pending Calls Report and mail it across the respective team,
To prepare the Critical Down Time Report and mail it to Sr. Management,
To prepare the weekly report for concern dept (Network, Voice, Server Support),
Preparing Client Servicing Report, Critical Down Time Report, Chase Down Time Report,
Preparing the Desktop Engineer SLA Report,
Monthly Report
To prepared the Monthly Call Analysis Report from Track IT (Application),
Monthly Call Analysis Reports consist of,Raw Data (Contains description on number of ticket opened),Call Analysis Report
SLA Analysis for it-department (MIS/ Scripting, Dialer, Voice, Server, Client Servicing, Network, Desktop, Email, Printer) Printer Analysis Email Analysis Process wise Critical Outage(Down Time) Report
• Inform Client and Log Ticket with them to intimate about any Critical Major Outage at Zenta Site.
• Outage Notification Report to be send to all the IT people within 20 min with or without root cause. Later with proper root cause, Outage Report to be sends to all the IT Manager,concern dept. and Process Owners.
• Creation & Deletion of Login ID and updating same in the deactivation sheet.
• Creating User ID and Technician ID for Track IT access.
• Providing the access on Server folder with dept head approval.
• Answering the received mails.
• To prepare daily system check list for SERVER ROOM.
• Logging a break down call and giving the ticket number to the customer.
