Managing queries from customers Experience using an ITIL compliant call logging tool such as HP OPEN VIEWResponding to all customer calls requesting support - Level 1and level 2 - includes internal support and external customersExperience designing, implementing and maintaining Active DirectorySetup new networksTroubleshoot Windows and CITRIX server issuesTroubleshoot Windows XP and Vista issues.Troubleshoot LAN and WAN issues (switching, routing, and connectivity)Setup and troubleshoot VPNsVery experienced with VPNs and remote connectivity Ongoing maintenance and support of desktop environment.Set up and install new servers and network equipmentIdentify and resolve network and related system performance problemsPerform troubleshooting activities on production servers. Administer Microsoft Servers running: Windows Server 2000/2003, and Exchange Server 2000/2003 Troubleshoot server and workstation software

Knowledge of telecommunications technologies such as PSTN,VOIPTracing faults in telecommunications PSTN networks and equipment, including faults in Pair Gain Systems like cmuxes,rim,digital pair gain, AXE and System 12 ExchangesTesting Phone Lines and rectifying the faults Proficient utilization of all available test tools used by TelstraProficient around the different functions associated with SIIAM in order to process the customer's trouble report.Modifying cable details as required via NPAMS.Use all applicable functions of Sultan efficiently and appropriately to determine an effective diagnosis.Experience in Network Management (TMN/SNMP) (Aprisma Spectrum Management ) Provide direction to onsite field technicians on all technical issues and program cable details for the technicians using NPAMSMonitor and control all network hazards/outages(SOM) Experienced in Network Management (TMN/SNMP) Ability to effectively manage the majority of customer (REISDENTAL/BUSINESS-PBX) faults/enquiries in the first contact without seeking additional technical support/assistance.Effectively and efficient use of all available core testing systems to access information and provide relevant solution for the customerActive management of client support enquiries to the help desk via telephone including logging and follow upResponding to all customer calls requesting support - Level 1, 2 and 3 - includes internal support and external customers(WHOLESALE)Maintenance of online help and user documentation for supported applicationLogging customer cases and providing customer response within agreed SLAsResolving cases within agreed SLAsUpdating customers with case resolutionsHandling escalated customer's issues where necessary Familiarity with and adherence to core ITIL Processes. (e.g. Incident Management, Problem Management, Change Management), with regard to the delivery of IT services to the businesses

Hands-on troubleshooting and problem-solving of technical issues relating to internet dial-up, ADSL ,VoIP services and configuration of linksys & cisco routersResponding to all customer calls requesting support - Level 1and level 2 - includes internal support and external customers Troubleshooting WAN/LAN issues, DNS & Domain names and identification of failures and methodologies for corrections Technical troubleshooting skills in a Windows 98//NT/2000 / XP / 2003 environmentHandling escalated customer's issues where necessary Logging calls with 3rd party suppliers Assisted customers with a range of problems related to the applications and information technology issuesTechnical & Customer Support services for consumer class technology providersActive management of client support enquiries to the help desk via telephone including logging and follow upExperience using an ITIL compliant call logging tool such as HEATLogging customer cases and providing customer response within agreed SLAsResolving cases within agreed SLAsUpdating customers with case resolutionsFamiliarity with and adherence to core ITIL Processes. (e.g. Incident Management, Problem Management, Change Management), with regard to the delivery of IT services to the businesses

Serve as primary engineering contact on projectsProvide operational management and support for complex IT infrastructuresSet up and install new servers and network equipmentIdentify and resolve network and related system performance problemsPerform troubleshooting activities on production servers. Administer Microsoft Servers running: SQL Server 7.0/2000, Windows Server 2000/2003, and Exchange Server 2000/2003Troubleshoot server and workstation software and hardware Manage, support and maintain WinNT 4.0/Windows 2000/2003 Active Directory, Novell infrastructure and services; Establish backup and recovery procedures for network based systemsTrain and support End Users on systems and common MS ProductsActively participate in planning, coordinating, and implementing Windows operating systems and applications for small and medium business customersEvaluate new technologies and provide recommendations for the purchase of products and servicesFamiliarity with and adherence to core ITIL Processes. (e.g. Incident Management, Problem Management, Change Management), with regard to the delivery of IT services to the businesses

ResponsibilitiesDemonstrated ability to support a Cisco switched LAN/WAN environment with a strong understanding of TCP/IPSupported Microsoft/Cisco based desktop computing and telephony environmentResponding to all customer calls requesting support - Level 1, 2 and 3 - includes internal support and external customersTroubleshooting WAN/LAN issues and identification of failures and methodologies for corrections Technical troubleshooting skills in a Windows 98//NT/2000 / XP / 2003 environmentTroubleshooting experience in dialup Internet, Modem, Cisco and Linksys Routers ,DSL and ADSL BroadbandHandling issues that require escalation to engineering level, analysis and investigation of incident and bugs to determine severity, cause and solutionActive management of client support enquiries to the help desk via telephone including logging and follow upMaintenance of online help and user documentation for supported application using LOTUS notesLogging customer cases and providing customer response within agreed SLAsResolving cases within agreed SLAsUpdating customers with case resolutionsDocumenting issues and outcomes in internal tracking system in turn developing a knowledge baseFamiliarity with and adherence to core ITIL Processes. (e.g. Incident Management, Problem Management, Change Management), with regard to the delivery of IT services to the businessesREFEREESOn request