Job Duties• Proficient in managing Level 1, Level 2, and Level 3 support issues.• Experienced in resolving common network problems and complex technical challenges.• Skilled in providing customer support through chat, call, and ticketing systems.• Utilized ServiceNow for efficient ticket management and prioritization.• Familiar with secure identity verification methods, including Voice ID technology and One-Time Passwords (OTPs).• Committed to positive customer… Show more Job Duties• Proficient in managing Level 1, Level 2, and Level 3 support issues.• Experienced in resolving common network problems and complex technical challenges.• Skilled in providing customer support through chat, call, and ticketing systems.• Utilized ServiceNow for efficient ticket management and prioritization.• Familiar with secure identity verification methods, including Voice ID technology and One-Time Passwords (OTPs).• Committed to positive customer relationships through effective communication.• Utilized structured opening and closing statements to enhance customer engagement.• Experienced in monitoring key performance indicators (KPIs) such as Average Handling Time (AHT), Customer Satisfaction (CSAT), and After Call Work (ACW).• Proficient in remote access tools including TeamViewer, Chrome Remote Desktop, and AnyDesk.• Experienced with communication platforms like Genesys and Avaya for enhanced support efficiency.• Strong troubleshooting abilities across various client devices (Windows/MAC) and network issues.• Effective in addressing security protocols to ensure minimal downtime and a seamless user experience.• Passionate about leveraging technology to enhance IT service delivery and customer experience. Show less

• Develop and implement a comprehensive IP addressing plan to optimize network performance and scalability.• Ensure rapid restoration and recovery of network services in the event of failures, prioritizing critical infrastructure and minimizing downtime.• Design and implement robust, scalable network architecture to meet business requirements and ensure seamless connectivity.• Regularly review and analyse network performance reports to ensure optimal service quality and proactively… Show more • Develop and implement a comprehensive IP addressing plan to optimize network performance and scalability.• Ensure rapid restoration and recovery of network services in the event of failures, prioritizing critical infrastructure and minimizing downtime.• Design and implement robust, scalable network architecture to meet business requirements and ensure seamless connectivity.• Regularly review and analyse network performance reports to ensure optimal service quality and proactively address potential issues.• Plan and coordinate the installation and configuration of microwave links for both new and existing sites, ensuring reliable and secure connectivity Show less

• Led training initiatives to equip team members with in-depth knowledge of network operations, protocols, and device management.• Proactively monitored the network for alarms, identifying potential issues and escalating them based on severity and criticality.• Logged into routers to perform detailed alarm checks, ensuring proactive issue identification and resolution.• Regularly monitored high-priority sites to prevent outages and maintain network reliability.• Conducted root… Show more • Led training initiatives to equip team members with in-depth knowledge of network operations, protocols, and device management.• Proactively monitored the network for alarms, identifying potential issues and escalating them based on severity and criticality.• Logged into routers to perform detailed alarm checks, ensuring proactive issue identification and resolution.• Regularly monitored high-priority sites to prevent outages and maintain network reliability.• Conducted root cause analysis for major outages, ensuring swift restoration of services within defined Service Level Agreements (SLA). Show less

• Efficiently manage inbound and outbound calls to ensure effective communication and issue resolution.• Utilize the Network Management System (NMS) to oversee and manage transmission activities remotely, ensuring smooth network operations.• Monitor network alarms at regular intervals and promptly notify the appropriate teams for timely intervention.• Ensure fibre cut incidents are resolved within the agreed Service Level Agreement (SLA) timeframe, minimizing service… Show more • Efficiently manage inbound and outbound calls to ensure effective communication and issue resolution.• Utilize the Network Management System (NMS) to oversee and manage transmission activities remotely, ensuring smooth network operations.• Monitor network alarms at regular intervals and promptly notify the appropriate teams for timely intervention.• Ensure fibre cut incidents are resolved within the agreed Service Level Agreement (SLA) timeframe, minimizing service disruption.• Redirect network traffic in the event of an outage, ensuring swift recovery and service continuity.• Install, configure, and maintain network infrastructure, including switches and routers, to support operational needs.• Rapidly replace faulty network equipment, such as routers and switches, to minimize downtime and maintain high availability.• Perform Optical Time-Domain Reflectometer (OTDR) testing to identify the location of fibre cuts for expedited repairs.• Collaborate closely with the fibre team to trace and resolve issues related to high signal loss, ensuring optimal network performance. Show less