Lowongan L2 Datacomm Engineer di PT Metrocom Global Solusi

Qualifications

• Diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)
• Having Associate Certification on Huawei Datacom is a must
• Having Professional Certification on Huawei Datacom is a plus
• Having Associate on Cisco's Networking is a plus
• Willing to work under shift schedule

Responsibilities

• Proactively monitors the work queues.
• Perform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
• Update tickets with resolution tasks performed
• Identify, Investigate, analyze issues and errors prior to or when they occur, and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution
• Provide second level support to all incidents, requests and identify the root cause of incidents and problems
• Communicate with other teams and clients for extending support
• Execute changes with clear identification of risks and mitigation plans to be captured into the change record
• Follow the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift
• Escalate all tickets to seek the right focus from L1 and other teams, if needed continue the escalations to management
• Work with automation teams for effort optimization and automating routine tasks
• Establish monitoring for client infrastructure
• Identify problems and errors before they impact a client’s service
• Lead and manage all initial client escalation for operational issues.
• Contribute to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvals
• Plan and execute approved maintenance activities
• Audit and analyze incident and request tickets for quality and recommends improvements with updates to knowledge articles.
• Produce trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort