DUTIES AND RESPONSIBILITIES

• Deliver post-sales support for network and security infrastructure, including troubleshooting, optimization, and system maintenance.
• Provide technical assistance (remote or onsite), manage service desk tickets, and ensure timely resolution aligned with SLAs.
• Coordinate with internal teams and clients, participate in meetings (e.g., CAB), and present documentation such as MOPs and reports.
• Prepare and maintain network documentation, designs, and system configurations.
• Support incident management, service requests, escalation handling, and root cause analysis (RCA).
• Monitor system performance, ensure availability and capacity, and support continuity and risk management initiatives.
• Follow operational processes, policies, and escalation procedures while contributing to service improvements and knowledge sharing.
• Participate in trainings, obtain certifications, and mentor team members toward SME-level expertise.
• Be available for 24/7 support under shifting schedules and hybrid work arrangements.

QUALIFICATIONS

Education:

• Bachelor’s degree in IT or related field.

Experience:

• 1–2 years of experience in networking or IT support.
• Knowledge of networking and cybersecurity principles.