Network Support Specialist L1
Job Description
- Be able to analyse and troubleshoot network and telecoms problems up to an intermediate level. 1st and 2nd Line support.
- Plan and schedule daily tasks according to priority and severity; Use sound judgement on a variety of problems requiring deviation from standard practices; Use initiative to provide a quality solution and service to the customer.
- Support networks in remote locations within the client campus.
- Follow directions from Intel manufacturing support to fix the issues that require physical handling of any relevant equipment.
- Read, understand, and follow basic N/W problem diagnosis.
- Maintain switched network environments.
- Be able to troubleshoot/diagnose WLAN Issues and escalate to 2nd Level Support if required.
- Provide support to the Intel day-to-day operations network team.
- Ensure that all incidents and requests for T&N are logged, resolved and the tickets correctly closed in Intel's Event Management System.
- Endeavour to fix and close all calls assigned to the Telecoms & Networks queues within SLA.
- Follow process and procedures set out by the customer.
- Participate in Project based assignments when required.
- Continuous updating of project activity on internally used SharePoints.
- Support of the Network Management Alerting System, to include active follow up and closure of critical alerts.
- Support Asset Management audits and reconciliation activities, (updating system, monthly audits for asset accuracy etc).
- Adhere to client's goal to maintain asset database accuracy at 100%.
- Adhere to room safety audit policies for all network infrastructure communication rooms.
- Perform monthly SMBWA (Safety Management by Walking Around) Audits.
- Follow-up/closure on issues highlighted during the audit.
- End to end ownership of the Spares/Hot Spares process.
- RMA Management.
- Creation of Cisco TAC Case for failed parts.
- Replenishment of spares in relevant locations when they are used for failures.
- Return of defective parts to vendor as per RMA process.
- Attend regular team operation meetings.
- External Vendor escorts
Essential Skills/Qualifications:
- At least 1 years' experience in a similar position in a large organisation is preferred
- Previous experience or knowledge with the Cisco kit is essential. i.e. Cisco CAT OS & CAT IOS Switches and Routers (small/medium & large switches).
- Terminal Server experience would be an advantage.
- Excellent customer focus.
- Excellent verbal and written communication skills.
- Strong ability to adhere to processes and procedures.
- Continually demonstrate proactive and dynamic behaviour.
- Team Player essential.
DESIRABLE SKILLS/QUALIFICATIONS: CCNA desirable.
The candidate must have a valid visa to work in Ireland.
