Key Responsibilities:
- Monitor network, servers, and telecommunications systems using monitoring tools.
- Respond to alerts and incidents to resolve or escalate issues as needed.
- Perform routine maintenance tasks such as patching, updates, and backups.
- Document incidents, issues, and resolutions in the ticketing system.
- Escalate unresolved issues to higher-level support teams per defined protocols.
- Collaborate with other departments to ensure service level agreements (SLAs) are met.
- Generate and analyze system performance reports.
- Assist in network configuration, upgrades, and deployment of hardware/software
- Member of 7x24 monitoring, working on shifting schedule especially for Backbone
- Receive escalation from customer service, conduct 1st layer analysis and troubleshooting
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- 1-3 years of experience in IT support, NOC, or network administration.
- Basic understanding of networking protocols (TCP/IP, DNS, DHCP, etc.).
- Strong problem-solving and analytical skills.
- Ability to work shifts, including nights, weekends, and holidays.
- Good communication and documentation skills.