Service Desk Specialist

Job Description: Responsibilities: Monitoring and Incident Management: Monitor the network infrastructure (routers, switches, firewalls) for performance, security, and availability. Provide first-line support for network incidents and service requests, escalating to higher levels as necessary. Diagnose basic networking issues, including connectivity problems, DNS issues, or VPN connectivity. Troubleshooting and Diagnostics: Use diagnostic tools to identify and resolve network-related issues. Work with customers or internal teams to troubleshoot basic network-related issues, including hardware and software problems. Configuration and Support: Configure and maintain basic network devices like switches, routers, and access points. Support the installation of new hardware and software to ensure smooth network operations. Documentation: Maintain accurate records of network issues, incidents, and resolutions. Document troubleshooting procedures and configurations to ensure continuity. Customer Support: Provide excellent customer support to end users and clients for network-related issues. Educate users on best practices and provide solutions for recurring issues. Skills & Qualifications: Technical Skills: Basic knowledge of networking concepts (TCP/IP, LAN, WAN, DNS, DHCP, VPN, etc.). Familiarity with network devices such as routers, switches, firewalls, and wireless access points. Experience with monitoring and diagnostic tools (e.g., Wireshark, PRTG, SolarWinds).

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