Field Support engineer L3

Roles & Responsibilities:-

Work with different types of Ethernet and fiber Cables . Follow cabling standards (TIA-568 standard) & fiber testing equipment

Under break fix activities repair\replace faulty equipment and software to the applicable OEM recommendation, peripheral cabling (E. g patch cables used to connect wall blocks, line interface units, etc.)

Tasks to be performed by FSO under onsite MACD’S are below

o Add/remove CSU/DSU

o Add/remove out of band access devices/modems

o Add a router, switch, firewall or its modules and cards (chassis-based or non-chassis based)

o Rogue device identification (tracing the cable from the switch to the end location)

o Wiping configs

Use MS Visio to create applicable documentation and security and network related knowledge to perform these tasks (e.g., network diagrams, CMDB data, compliance documentation, DNS records, Change records)

Perform Site surveys (including wireless LAN site surveys) to capture all in-scope equipment and related peripheral Equipment located at a Site, and to ensure all Site documentation is accurate and up-to-date and conducted in accordance with client and OEM standards.

Provide support to network & security devices, un-racking, packing, installing and shipping equipment to multiple locations.

Work on switches types like Access Switch, Core Switch, Server Farm Switch, Distribution Switch

Perform RMA process

o Replacing network hardware,

o Label patch cords,

o Un-rack defective hardware,

o Install RMA hardware into the Rack,

o Repatch copper and Fiber cables

o Upgrade the hardware with JJTS standard code / IOS

o Complete UAT testing

o Ship back the old hardware

o Replace or install new network hardware

o Need to work with tools they will need to use to perform FSO work

o Screwdriver,

o Laptop,

o Hotspot,

o Console Cable,

o SecureCRT or PUTTY software,

o Working knowledge of WebEx / Skype / Teams and AWS

o Perform troubleshooting on WAN/LAN/WLAN network/Contact Center network devices

o Perform wireless LAN survey for break-fix with proper equipment & training

o Local contact point for escalated / aged / outstanding incidents & iTASK

o Local point of contact to follow up with NOC and local vendors (e.g. Telco, cabling etc)

o Coordinate and manage communication with SDL, and Client Network Team (e.g. incident update)

o Follow up and support on operation team open RITMs

o Support other initiatives like TLM, Capacity, Release, Problem management

o Network equipment inventory and spares management (e.g. supporting / coordinate Physical inventory count)

o Run reports from Network Tools (e.g. LogicMonitor, Netscout, Tornado, Prime etc) for Network CI as required

o Perform CSR / MACD / Project work as FSO

o Support Client Network team whenever & wherever required like troubleshooting, knowledge sharing, badging, site visits, assisting at site/remotely, mentoring resources, training and others

o Other Field Services activities as per business requirement & emergencies at all times

Job type: Contract Division: eTeam Workforce Limited Reference: 23-01656