Senior Application Support Engineer

Core Responsibilities

Monitoring and Alerting :

Actively monitor network performance using tools like SolarWinds or Nagios, responding to alerts and notifications.

Initial Troubleshooting

Perform basic troubleshooting steps like checking connections, IP conflicts, and resolving simple connectivity issues.

Ticket Handling And Escalation

Handle incoming network tickets, logging issues, performing initial diagnostics, and escalating unresolved problems to L2 or L3 engineers.

Documentation

Document recurring issues, solutions, and network configurations to build a knowledge base.

Basic Configuration And Maintenance

L1 engineers may assist in basic configuration tasks, such as setting up user access, patch panels, and ports, and maintaining network equipment.

Customer Interaction

They often interact with end-users to gather information, provide basic support, and guide them through troubleshooting steps.

Specific Tasks Might Include

Checking physical connections :  Ensuring cables are properly connected and identifying potential physical layer issues.

Verifying IP addresses and configurations :  Ensuring devices have valid IP addresses and correct network settings.

Troubleshooting basic connectivity problems :  Addressing issues like inability to access resources or network outages.

Assisting with user access and permissions :  Setting up user accounts and granting access to network resources.

Maintaining and updating network documentation :  Ensuring diagrams, configurations, and other documentation are accurate.

Performing routine maintenance tasks :  Such as applying security patches and updating firmware (if applicable).

Collaborating with other IT teams :  Working with system administrators or other network engineers to resolve issues.

Skills And Qualifications

Basic understanding of networking concepts :  TCP / IP, routing, switching, DNS, DHCP.

Familiarity with network monitoring tools :  Such as SolarWinds, Nagios, or other similar tools.

Strong troubleshooting and problem-solving skills :  Ability to diagnose and resolve basic network issues.

Excellent communication and customer service skills :  Effectively communicate with users and other team members.

Ability to work in a fast-paced environment :  Handling multiple tasks and prioritizing issues.

Willingness to learn and adapt to new technologies :  Staying updated with the latest networking trends and technologies.

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Skills Required

Solarwinds, Dhcp, Routing, Dns, Nagios, Switching