Support

Job description

Perform troubleshooting on WAN/LAN/WLAN network/Contact Center network devices
Perform wireless LAN survey for break-fix with proper equipment & training
Local contact point for escalated / aged / outstanding incidents & iTASK
Local point of contact to follow up with NOC and local vendors (e.g. Telco, cabling etc)
Coordinate and manage communication with SDL, and Network Team (e.g. incident update)
Follow up and support on operation team open RITMs
Support other initiatives like TLM, Capacity, Release, Problem management
Network equipment inventory and spares management (e.g. supporting / coordinate Physical inventory count)
Run reports from Network Tools (e.g. LogicMonitor, Netscout, Tornado, Prime etc) for Network CI as required
Perform CSR / MACD / Project work as FSO
Support CUSTOMER Network team whenever & wherever required like troubleshooting, knowledge sharing, badging, site visits, assisting at site/remotely, mentoring resources, training and others
Other Field Services activities as per business requirement & emergencies at all times

Work with different types of Ethernet and fiber Cables . Follow cabling standards (TIA-568 standard) & fiber testing equipment
Under break fix activities repair\replace faulty equipment and software to the applicable OEM recommendation, peripheral cabling (E. g patch cables used to connect wall blocks, line interface units, etc.)
Tasks to be performed by FSO under onsite MACD’S are below

Add a router, switch, firewall or its modules and cards (chassis-based or non-chassis based)

Rogue device identification (tracing the cable from the switch to the end location)

Use MS Visio to create applicable documentation and security and network related knowledge to perform these tasks (e.g., network diagrams, CMDB data, compliance documentation, DNS records, Change records)
Perform Site surveys (including wireless LAN site surveys) to capture all in-scope equipment and related peripheral Equipment located at a Site, and to ensure all Site documentation is accurate and up-to-date and conducted in accordance with client and OEM standards.
Provide support to network & security devices, un-racking, packing, installing and shipping equipment to multiple locations.
Work on switches types like Access Switch, Core Switch, Server Farm Switch, Distribution Switch
Perform RMA process

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