TECHNICAL SUPPORT ANALYST

Description

Job Summary: Telecommunications or Systems professional responsible for managing tickets, monitoring infrastructure, and resolving hardware, software, and connectivity incidents. Key Responsibilities: 1. Manage and prioritize help desk requests and incidents. 2. Monitor network infrastructure in real time. 3. Diagnose and resolve Level 1 and Level 2 technical failures. **EDUCATION:** Technician or Bachelor's degree in Telecommunications Engineering, Systems Engineering, Electronics, or related fields. **EXPERIENCE:** Minimum two (2) years of experience in help desks or Network Operations Centers (NOC). **TRAINING:** * Networking and Technical Support concepts * Advanced Excel (pivot tables, formulas, macros) **KNOWLEDGE** * Networking fundamentals (CCNA or equivalent preferred). * Proficiency with ticketing tools * Knowledge of monitoring protocols (SNMP, ICMP). * Documentation and change control methodologies. **RESPONSIBILITIES:** * Ticket Management: Receive, categorize, and prioritize requests and incidents entering the help desk. * Infrastructure Monitoring: Monitor network management tools (NMS) in real time to detect service outages or degradation before they impact customers. * Level 1 and Level 2 Resolution: Diagnose and resolve hardware, software, and connectivity technical failures remotely or on-site as required. * Tracking and Control: Ensure clear traceability for each open case by documenting solutions and escalating to higher-level support when necessary. Support internal or external project management audits. * Maintenance Execution: Assist in scheduled preventive and corrective technical maintenance tasks. * Continuous Process Improvement: Participate in continuous improvement initiatives for project control and management processes. * Technical Support Provision: Provide technical support to internal staff, third parties, partners, suppliers, or contractors. * Comprehensive Operational Support: Support commercial activities from an engineering perspective, including site surveys, technical visits, and technical assessments required for commercial processes. * All duties related to this position