Key Responsibilities:

• Handle ITSM tickets (Incident, Service requests) by gathering technical issues from Customer, Service impact details, along with timely follow-up and effective updates until ticket closure.
• Escalate tickets by referring the appropriate Service Level Agreement (SLA) for each Severity cases (Critical, High, Medium, Low)
• Organise Situation call with respective Stakeholders for Severity 1&2 cases by providing full chronology of the issues along with troubleshooting steps, solution and ETA.
• Coordinate with respective ISPs, OEM vendors for respective issues.
• Monitor and troubleshoot, resolve advanced problems related to network devices, security tools, servers and enterprise applications.
• Perform system upgrades, patches, and migrations.
• Collaborate with L3 support and other IT teams to address critical issues.
• Document processes, solutions, and technical instructions for future reference.
• Assist in the development and implementation of IT policies and procedures.
• Monitor system performance and conduct regular maintenance checks.
• Maintain SLA on all the IT tickets assigned.

Qualifications:

• Degree in Computer Science, Information Technology, or related field, or equivalent experience.
• 1 to 3+ years of experience in IT Infrastructure support roles.
• Strong understanding of operating systems, networking, and security concepts.
• Experience with Network (Cisco, Aruba, Palo Alto) with Switching & Routing protocols, Firewalls, LAN & WAN technologies,
• Preferred to have hands-on experience towards Palo Alto/Cisco SASE, SD-WAN solutions, Aruba WLAN with VC-IAP, Security tools CrowdStrike, Darktrace etc. and in Microsoft Servers, O35 products.
• Excellent troubleshooting skills and ability to demonstrate resolution mindset.
• Strong communication skills and ability to explain technical concepts to non-technical users.
• Relevant certifications (e.g., CCNA, Palo Alto, Aruba, CrowdStrike) are a plus.