Role : Technology Analyst
Technology : Cisco ISE, DNS, IPAM
Location : Germany - Stuttgart
Technical skills (Required - Mandatory)
* Understanding of (CISCO, ARUBA, MERAKIE router and SDWAN devices), Network Routing/Switching and wireless
* Understanding of DNS/DHCP/IPAM, Proxy
* ITIL Process awareness
* Handling Incident / Change / Problem routing and switching technologies
* Handle primary incident L1
* ITIL tools
* Understanding of WAN topologies like MPLS, Point to point Links
Technical skills (Required - Nice to have)
* Basic skills on Cisco ISE, DNS, IPAM
Language skills needed
* English, German
People skills
* Should be able to work with colleagues from different cultures and drive L1/L2 colleagues
* Ability to lead incident, change and problem tickets, first level troubleshooting calls
* Address customer and manager queries/information
* Prepare MIS/Data reports
Soft skills
* Deep experience in Customer Handling and stakeholder management
* Understanding of service level management process, related agreements – SLA/OLA and workflow steps
* First level troubleshooting skills
* Knowledge of ITIL processes – Incident, Change, Problem management
* Ability to handle customer queries/grievances end to end
Area of responsibilities
* Addressing first level cases on network technology mainly Routing/Switching/Wireless, SDWAN, WAN/DC Network
* Knowledge of basic troubleshooting skills in network
* Working closely with inter-domain teams to resolve tickets and meet the SLA
* Manage escalations, be a trusted advisor for the customer and work closely with customers in resolving queries and actions
* Running the service operations in close cooperation with other IT process owners and service owners
* Prepare reports as per business requirements
* Ensure tickets are closed within SLA and bring efficiency in addressing
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