Workflow:

1. L1 remote support for tickets
   • Grabbing incident or service request tickets involving entry level & midrange level industry standard router and switches.
   • IP and optics devices hardware and software issues
   • Routing and switching troubleshooting
   • Incident ticket analysis, remote support & resolution
   • Methods of procedure creation
   • Communicating with clients through email, Webex & phone call for incident ticket resolution updates
   • Ticket documentation on NetSuite
   • Technically escalating to remote Level 3 (Global TAC) support if required
2. L2 field support for tickets
   • Scheduling and performing onsite action as required
   • Router and switches card, PSU, fan onsite replacement
   • Onsite troubleshooting
   • Onsite standby support
3. Warehouse and inventory management
   • Make sure the phy...