It Desktop Support

Operational Excellence

1. Maintain our global network platform at optimal network performance in partnership with service providers.
2. Timely follow-up and closure of tickets.
3. Collaborate within the global netops team and cross-functional teams for timely fulfillment of requests and resolution of incidents.
4. Follow the documented standard process and templates for incident communications and internal team communications for information and awareness sharing.

Network Initiatives

1. Deliver network solutions on-time with full documentation and smooth transition to BAU Ops support.
2. Deliver network infrastructure changes for office projects on-time with up-to-date documentation, inventory, and all other related services including monitoring updates.

Functional Virtual Team

1. Strive to be an SME in the assigned functional domain virtual teams.
2. Maintain the functional services/products at optimal health.
3. Keep documentation up-to-date and create SOPs and known issues/fixes knowledge base.
4. If appointed as lead of virtual team, submit monthly reports on functional service/product health.

Experience Requirements

1. Experience in support of SD-WAN (Preferably Silverpeak).
2. Experience in support of internet security (Preferably Zscaler Netskope).
3. Experience in support of firewall & security (Preferably Fortinet).
4. Experience with monitoring tools (Preferably CheckMK).
5. Experience in cloud-hosted virtual network (Preferably Azure Services).
6. Experience in support of telephony (Preferably SIP trunking and Microsoft Teams Voice).
7. ITIL certification (Preferably worked in an organization that adopts ITIL framework).