Technical Support Lead (Network Optimization Engineer)
Beacongate Limited
Lagos, Nigeria
6d ago
source : Fuzu

Qualifications

  • A Tertiary qualification (e.g. related to Information Technology) and / or equivalent experience.
  • Professional Qualification(s) : ITIL V3 Foundations Certification (achieved).
  • Other qualifications not mandatory but recognized Experience (Number of relevant years) : 12 - 18 months experience in technical support within a technology environment or trouble-shooter role.
  • Monitor Systems :

  • Monitor the performance and capacity of Servers-Databases-Services-Storage-Network Links o Using a variety of tools like Nagios, Solarwinds, Kibana, PageDuty, etc.
  • Troubleshoot Problems :

  • Works to triage or troubleshoot the incident o Closely follow Standard Operating Procedures (SOPs) for known incidents o Coordinates with 3rd parties, customer contacts and or other technical teams to resolve the incident .
  • Track all Issues :

  • Track and document all issues and resolutions in details according to the established process o To follow up on the issue that have been escalated to the 3 rd parties until the issue is fixed.
  • Report Incidents :

  • Escalate complex incidents that require longer troubleshooting to defined L2 NOC Engineer for assistance in reaching a resolution
  • Keep all relevant stakeholders aware of relevant, known issues and steps being taken to resolve them
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