Provide support for all networking and security products.
B. Accountabilities:
Problem management, monitoring remedy dashboard for open /close trouble tickets ? Assign trouble tickets to self and provide first call resolution to know issues.
Reassign trouble tickets to other departments based on nature of problem.
Escalate the trouble tickets to level -3 as per SLA .
Proactive monitoring and alarm handling/ alarm enrichment / alarm optimization.
Handle monitoring of Network Management Systems always.
Troubleshoot; Perform network diagnostics to isolate the root cause of faults.
Ticket logging for network faults; ticket classification and ticket assignment; logging timely troubleshooting progress updates in the ticket with timestamps.
Change management; Ensure all network changes are planned approved and scheduled with prior notice and conducted as per the change management process after informing the respective stake holders within the Organization.
Customize, correlate / optimize alarms in the FM system.
Handle more complex network administration tasks, such as configuring, optimizing, and troubleshooting Fortinet devices and services.
Handle escalated issues from L-1 engineers, work closely with L-3 engineers and architects, and assist in implementing network changes and improvements.
