· Provide technical point of contact for customers’ incidents in the fields of networks, network security & voice.· Troubleshoot & Diagnose fault-related incidents by effectively utilizing software diagnostics and other network/product utility programs.· Level 2 troubleshooting on CE / PE routers and switches.· Owns the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams.· Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.· Perform technical escalations to different Problem Management teams in line with company procedure and case/incident excellence.· Perform and own technical management escalations in line with company procedure and case excellence policy.· Obtain and document data integrity issues and ensure getting valid Reason for Outage (RFO).

My main job role is to research , diagnose,troubleshoot & identify solutions to resolve network devices issues such as (Routers , Switches , Firewalls,IPCameras...etc).