The role requires 3 to 5 years’ experience in IT operation support activities. The role must have experience in end users support for their day-to-day IT related issues. Also responsible for monitoring, troubleshooting and resolving system and network related L1 and L2 issues, ensure system uptime and performance and escalate L3 to higher-level promptly.

1. Continuously monitor system and network components performance, identify any issues and take corrective action.
2. Troubleshoot system and network issues and provide solutions
3. Provide technical support to end-users, including troubleshooting their network-related issues.
4. Escalate unresolved or complex network issues to L3 support teams with proper escalation procedure.
5. Maintain proper documentation for network and system configuration.
6. Coordinate with network equipment vendors for hardware and software updates, repairs, and replacements.