Technical Support Specialist

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Responsible for being the first point of contact for customers, logging and categorizing incidents, troubleshooting and resolving network issues (Cisco, Fortinet, routing protocols), performing root cause analysis, ensuring SLA compliance, and supporting continuous improvement through knowledge sharing and training.

Overview

Responsible for being the first point of contact for customers, logging and categorizing incidents, troubleshooting and resolving network issues (Cisco, Fortinet, routing protocols), performing root cause analysis, ensuring SLA compliance, and supporting continuous improvement through knowledge sharing and training.

Responsibilities

• Initial Customer Interaction : Act as the first point of contact for users / customers via phone, email, or ticketing system.
• Log all service requests and incidents with accurate details in GO Ticketing System.
• Record issues in the ticketing system, ensuring correct categorization and prioritization based on urgency and impact.
• Assign severity levels according to predefined guidelines (Service impacted totally, service impacted Partially, normal Request, Urgent Request, Proactive monitoring).
• Handling and Resolution of Routine and Complex Issues : Perform routing protocol configuration (MPLS, BGP, OSPF, EIGRP, static routing) and policy-based routing for enterprise and customer networks.
• Conduct firmware upgrades, patches, and routine maintenance for Cisco ISR / ASR and Fortinet FortiGate platforms.
• Troubleshoot, network and transmission, or other issues related to both using diagnostic tools.
• Root Cause Analysis (RCA) : Perform in-depth investigation to determine the underlying cause of incidents.
• Provide long-term fixes or recommendations to prevent recurrence.
• Specialized Knowledge : Work with advanced configurations, integrations, and custom setups.
• Collaboration with Engineering / Customer : Engage with engineering or Operational teams for issues that require high-level analysis or hardware replacement or meeting.
• Service Quality & Compliance & Team Works : Adhere to SLA / OLA timelines for response and resolution.
• Follow security and compliance guidelines during troubleshooting.
• Analyze incident trends to identify areas for process, tool, or training improvements.
• Recommend system enhancements, performance tuning, and configuration changes.
• Maintain and expand the knowledge base to improve first-call resolution rates.
• Create and update Knowledge Base articles for Technical Support teams.
• Conduct training sessions for frontline support to improve first-call resolution rates.

Qualifications

Seniority level

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