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Respond to requests for technical assistance in person, via phone, electronically
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Diagnose and resolve technical hardware and software issues
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Research questions using available information resources
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Advise user on appropriate action
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Follow standard help desk procedures
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Log all help desk interactions
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Administer help desk software
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Redirect problems to correct resource
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Identify and escalate situations requiring urgent attention
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Track and route problems and requests and document resolutions
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Prepare activity reports
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Inform management of recurring problems
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Stay current with system information, changes and updates
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Work with the relevant stakeholders and the team to carefully plan, design and deploy with continual improvement in service quality.
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Communication protocols (mainly TCP/IP) and routing protocols (e.g. BGP, OSPF).
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Communication protocols (mainly TCP/IP) and routing protocols (e.g. BGP, OSPF).
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Identify optical fiber faults using OTDR, Power Source and Power Meter
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Generate and handle Tickets, Knowledge in Opening, Updating and Closing Tickets.
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Diagnose server or network alerts, events or issues.
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Determine the cause of a problem when an alarm is generated.
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Problem troubleshooting.
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Handle multiple concurrent tasks and projects with minimal supervision.
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Work with flexible schedule (working in General, Morning, Evening and Night shift)
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Ensuring a high level of stakeholder focus (internally and externally) with due care and attention to stakeholder priority issues and appropriate levels of client communications
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Ensuring maximum client satisfaction for both internal and external stakeholders
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Ensuring that all software and hardware is kept up to date with the latest patches
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Maintain strict compliance of SOP
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Carries out any other responsibilities which are to be given by the superiors to the interest of the BdREN