a) Technical Support & Incident Response
• Respond promptly to network issues, connectivity problems, and service requests from end-users and internal teams.
• Perform first-line and second-line troubleshooting for network connectivity, VPN access, and device configuration issues.
• Use network monitoring and diagnostic tools to identify, isolate, and resolve network problems.
• Document all support tickets and incidents; perform root cause analysis for recurring issues and recommend preventive measures.
• Escalate complex issues to senior network engineers or team lead as appropriate; maintain clear communication with stakeholders during resolution.
b) Network Operations & Maintenance
• Monitor network infrastructure using industry-standard monitoring tools; alert IT management to performance degradation or anomalies.
• Perform routine maintenance tasks including applying patches, updates, and security configurations under guidance of senior staff.
• Assist with network device configuration, backup, and restore operations; maintain accurate network documentation and configuration records.
• Support network change management procedures; coordinate and execute system upgrades and patches with minimal downtime.
• Conduct network walks and physical inspections; verify proper cable management, device connectivity, and network health.
c) Security & Compliance Support
• Assist in implementing and monitoring network security policies and procedures.
• Support vulnerability assessments and penetration testing activities; assist in implementing security recommendations.
• Monitor network traffic for security anomalies and potential intrusions; report findings to the security team.
• Support audit activities and maintain compliance documentation related to network security and access controls.
d) User Support & Communication
• Provide technical support to internal staff and remote users; explain technical issues and solutions in clear, non-technical language.
• Assist with user onboarding, VPN access provisioning, and basic network configuration requests.
• Maintain professional communication with end-users during troubleshooting; set clear expectations for resolution timelines.
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