About this role
Job title: Administrator - Network LAN/WAN
About the Role The LAN/WAN Support Administrator ensures seamless network operations by independently resolving technical issues, providing on-call support, and conducting root cause analyses. This role contributes to high-quality customer service and operational excellence by maintaining reliable connectivity and enabling proactive problem resolution.
What You'll Do
- Provide Technical Support For LAN/WAN Networking Issues By Troubleshooting And Resolving Incidents To Meet Agreed Service Level Agreements, Ensuring Minimal Disruption To Operations.
- Conduct Root Cause Analysis On Escalated Issues, Employing Diagnostic Tools And Methodologies To Identify Underlying Problems And Implement Effective Solutions.
- Enhance Operational Efficiency By Updating And Managing The Knowledge Base, Documenting Resolutions, And Sharing Best Practices To Foster A Culture Of Continuous Improvement.
- Train And Mentor New Team Members And Analysts, Facilitating Knowledge Transfer And Ensuring Adherence To Quality Standards And Company Policies.
- Ensure Positive Customer Experience By Optimizing First Call Resolution Rates And Minimizing Case Reopens, Ultimately Aiming For High Customer Satisfaction (Csat) Scores.
What We're Looking For
- Proficient in LAN/WAN technologies and protocols.
- Strong troubleshooting skills in network connectivity issues and performance optimization.
- Familiarity with network monitoring tools and diagnostic software.
- Ability to analyze complex issues and implement effective solutions independently.
- Excellent communication skills for effective customer interaction and team collaboration.
- Excellent hands-on experience on the following technologies:
- Routing protocols: EIGRP, OSPF, BGP
- LAN Switching: VLAN, VTP, STP, EtherChannel, CoS
- WAN: MPLS, MPLS/VPN, MP-BGP
- TCP/IP protocol suite, Quality of Service
- Application protocols: HTTP, HTTPS, FTP, SMTP, SNMP, SSL
- Network Security: IPSec VPN, AAA Architecture, TACACS+, RADIUS, firewalls
- Data Center Architecture: Network, Server, Storage
Nice to Have
- Cisco Certified Network Associate (CCNA) or equivalent certifications.
- Excellent communication and presentation skills; ability to clearly communicate with customers at CIO/CXO levels.
- Willingness to work in a 24x7 environment.
Compensation & Benefits
- Industry-benchmarked compensation
- Best-in-class healthcare benefits
- Personal time off
- Maternity and paternity benefits
- Access to skills/higher education programs/resources
- Discounts on products and services via Benefit Box
- Participation in CSR programs and live life with a purpose
- Opportunities to grow and advance your career
- Note: Benefits vary by country and employment type.