Configure and maintain network connectivity to the Internet, including firewalls, proxy servers, and virtual private networks (VPNs)• Manage the communication with the development team through analysis of problems. facilitate installation, implementation, maintenance, education, and document of technical products in a technical support environment.• Research, resolve, and respond to questions received via telephone calls and web-based interface in a timely manner, in accordance with current standards• Significant focus on professionalism and quality of service• Investigating, diagnosing, and solving vendor software and hardware faults.• Diagnose and resolve network issues using advanced troubleshooting techniques, network analyzers, and diagnostic tools.• Providing technical support via remote sessions like zoom, WebEx, etc to customers

• Provide timely response to all incidents, outages and performance alerts and troubleshooting alert using available KBs, resources available on the internet or communicating with available engineers. • Notify the customer and third-party service providers of issues, outages and remediation status through email and telephone.• Collect and review performance reports for various systems, and report trends in hardware and application performance to assist senior technical personnel to predict future issues or outages. • Monitoring different tier devices that include but are not limited to, LAN/WAN systems, routers, switches, firewalls, iLOs, printers, servers, storage, backup, operating systems. • Performing scheduled changes to the customer’s network and server architecture, like installation of patches, network connectivity testing and disabling services or disabling ports for devices.• When necessary, Categorize issues for escalation to appropriate engineering teams or partner TEC support teams.• Administration of Windows and Linux/Unix servers on Hyper-V, VMware, and Virtual environment. Troubleshoot issues related to network, server, storage, load balancing.• Work with internal teams and external support vendors to resolve incidents, fulfill requests, implement changes, and conduct maintenance activities.• Identity and access management, including administration of Active Directory, Identity Management, third-party vendor accounts and privileged access through CyberArk.• Responsible for meeting and exceeding SLAs for incidents.