Technology Support Specialist

ABOUT US

Infosys BPM (www.infosysbpm.com), the business process outsourcing subsidiary of Infosys, was set up in April 2002. Infosys BPM focuses on integrated end-to-end outsourcing and delivers transformational benefits to its clients through reduced costs, ongoing productivity improvements, and process re-engineering. Infosys BPM operates in India, Poland, the Czech Republic, the Netherlands, Ireland, South Africa, Brazil, Mexico, Costa Rica, the United States, Puerto Rico, China, the Philippines, Singapore, and Australia.

Infosys BPM has been consistently ranked among the leading BPM companies and has received multiple awards and recognition from key industry bodies and associations. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry-leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.

Infosys BPM is committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible.

We provide adjustments including alternate formats to the recruitment process for candidates including individuals with disability. If you require an adjustment to be made during the recruitment process (including alternate formats) or have an enquiry about the support provided, please contact HR Team on 02 8913 5900 or email to [email protected]

Role: - Technology Support Specialist / Technical Process Lead (Depends on experience) (L1 Network Engineer)

Visibility: Permanent Full Time

Location: - Sydney

NOTE - Only applicants with Australia full work rights, i.e., holding a valid visa will be considered for the role.

JOB DESCRIPTION:

Roles and Responsibilities

Act as Third level escalation point for all overall network issues and functionality.

• Should own the incident, and work with L3/L2 and other teams to completely resolve the issues and document the procedures.
• Overview all the incidents, problems, Changes in Network track and ensure all SLA's/KPI's are met.
• Escalation Management.
• Event Management.
• Follow up with vendors and stakeholders to ensure smooth operations.
• Adherence to customer SLA and End customer Experience.
• The role is focused on the break-fix support, operational, platform lifecycle management.
• The Operations support and operating environment is a 24/7 'always open' model.
• The successful candidate must be capable of providing Business Hours onsite and 24/7 'on-demand' remote fault escalation Operational Support.
• The role requires high proficiency, and knowledge in systematic troubleshooting of cloud technologies mentioned below as well as strong skills in day-to-day operational management of a complex issues.

SKILLS / EXPERIENCE REQUIRED:

Work Experience

Minimum 2/3 plus years of work experience

• Any Certifications in cisco, Juniper, Aruba/HP, SDWAN certification such as CCNA, CMNO, JNCIA

Skills Required (Minimum 2/3 years of Experience in below technologies)

Network administration proficient in router, switches and access points.

• Key products:
• Cisco - cisco Prime, wireless controller, WAAS, ACI
• Juniper
• Aruba/HP - Clearpass, switches, mobility controllers
• Meraki
• Velocloud
• Fortinet
• Riverbed
• Technology:
• Wireless
• Router
• Switches
• SDWAN
• 4G troubleshooting.
• Optimization
• Strong Troubleshooting skills on: Carriage - PE and CE
• IP routing, Switching
• All routing protocols
• VPN, DNS, IPsec
• configuration
• Excellent troubleshooting skills (years of experience in L1.5 support activities)
• Knowledge of ITIL
• Strong understanding of Change management.
• Ability to deal with partners and peers located worldwide
• Good team player.
• Strong working knowledge of different technologies and ability to understand and upgrade.
• Strong communication and collaborative skills.
• Good understanding of tools:
• Moogsoft/Solarwinds, and ZenOss (any monitoring tool)
• Ticketing tool - SNOW preferable