Job Description
Consultant
Job Summary
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Location: Pennsylvania
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Project role: Consultant
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Qualification: B-Tech
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Experience: 4.5-8 Years
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Skills: Network Data
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No. of positions: 1
Job description:
Tasks and Responsibilities Designing and implementing new network solutions and/or improving the efficiency of current networks Installing, configuring and supporting network equipment including routers, proxy servers, switches, WAN accelerators, DNS and DHCP Procuring network equipment and managing subcontractors involved with network installation Configuring firewalls, routing and switching to maximize network efficiency and security Maximizing network performance through ongoing monitoring and troubleshooting Arranging scheduled upgrades Investigate and help resolve issues on customer s network and IT estates using agreed troubleshooting methodologies Updating network equipment to the latest firmware releases Proactive WIFI modelling Remote configuration troubleshooting Attend SWAT calls and Crit Sit calls as required Assist with defining the scope of each applicable project Manage project implementation Coordinate downtime window(s) Coordinate change engagement with each applicable third party managed LAN provider Identify existing active devices requiring OS upgrades for project and perform upgrades Manage return merchandise authorization (RMA) process for dead-on-arrival network components with each applicable hardware vendor Manage shipping of network devices to each applicable site Network diagram creation and updating for each change/modification Reporting network status to key stakeholders Using the central document repository, to ensure knowledge sharing across the team and enable best practice Proven experience in incident management, service request management and problem solving
- To adhere to quality standards, regulatory requirements and company policies
- To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
- To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
- To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team.
- To provide support for on call escalations orL3 level support and doing incident and problem management
- Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.
Disclaimer
HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcl.com for investigation.