Service Desk Specialist

Job Description : Responsibilities :

• Monitoring and Incident Management :
• Monitor the network infrastructure (routers, switches, firewalls) for performance, security, and availability.
• Provide first-line support for network incidents and service requests, escalating to higher levels as necessary.
• Diagnose basic networking issues, including connectivity problems, DNS issues, or VPN connectivity.
• Troubleshooting and Diagnostics :
• Use diagnostic tools to identify and resolve network-related issues.
• Work with customers or internal teams to troubleshoot basic network-related issues, including hardware and software problems.
• Configuration and Support :
• Configure and maintain basic network devices like switches, routers, and access points.
• Support the installation of new hardware and software to ensure smooth network operations.
• Documentation :
• Maintain accurate records of network issues, incidents, and resolutions.
• Document troubleshooting procedures and configurations to ensure continuity.
• Customer Support :
• Provide excellent customer support to end users and clients for network-related issues.
• Educate users on best practices and provide solutions for recurring issues.

Skills & Qualifications :