Senior Engineer - Digital Network & Security

Job Description

Network and Telecom Support: Configure and manage TCP/IP networks and resolve network-related issues for telecom systems and devices Monitor and troubleshoot network components, including hardware, software, and event logs Leverage network monitoring tools to ensure system health, focusing on service availability Troubleshooting & Issue Resolution: Analyze and resolve issues via troubleshooting and communication with customers, escalating when needed Perform hardware and software diagnostics for desktop, laptop, PDAs, printers, and network equipment Coordinate with vendors/ISPs/carriers for support and follow-up on service issues Provide Level 1 support for incidents and service requests, managing and reducing ticket queues Hardware & Software Management: Monitor system resources such as CPU, memory, and hard disk utilization to optimize performance Manage antivirus updates and patches across servers and desktops, ensuring compliance and security Track and manage assets for users, maintaining accurate records in databases and updating the CMDB Backup & Reporting: Oversee daily, weekly, and monthly backup activities, ensuring proper execution and generating backup reports Generate regular reports for hardware, software installations, and system health Provide end-user training and support, particularly for new desktop setups and software installations Process Compliance & Documentation: Ensure compliance with defined processes, following escalation matrices for efficient issue resolution Maintain detailed reports and shift handover documents to ensure smooth team transitions Constantly track tickets to ensure SLA adherence, escalating as necessary and closing tickets post-resolution Asset & Inventory Management: Maintain the inventory of PC equipment and assist in asset management with the Asset Executive Focus on addressing issues reported by Power Users to improve operational efficiency