Onsite Support Engineer

Required Skills:

• Respond to network-monitoring alerts and perform initial triage.
  
• Check switch and port health using approved or read-only diagnostics.
  
• Trace patch label and maintain network cabling.
  
• Perform physical power-redundancy checks.
  
• Maintain network asset rack cabling and port records in the designated system of record in accordance with approved standards and procedures.
  
• Perform initial troubleshooting of internet Wi-Fi and connectivity issues.
  
• Provide onsite hands-and-eyes assistance to L3 engineers and vendors.
  
• Perform approved device reboots cable moves or replacements under documented procedures.
  
• Collect logs and packet captures for L3 analysis.
  
• Alert monitoring of critical networking/infrastructure equipment across all sites (SolarWinds monitoring and DC infrastructure);
  
• Provide software management support including tracking subscription costs;
  
• Diagnose desktop laptop and peripheral products;
  
• Provide workstation (either laptop or desktop) support and management (including but not limited to patching and deployment;
  
• Provide mobile device support and management (including but not limited to device setup distribution and basic troubleshooting;
  
• Provide ad hoc onsite and remote additional support project-related or specialist capacity (local sites;
  
• Provide timely and effective technical assistance to end users;
  
• Initiating procurement of laptops and mobiles via AirTrunk Device Management process and managing local site stocks;
  
• Hardware management including asset tracking/management and end-of-life disposal break fix enrolment and provisioning of equipment as per below:
  
• Patching and vulnerability management for workstations; and
  
• Intune is used on all laptops and company managed mobiles
  
• Troubleshoot and resolve hardware software and network issues;
  
• Provide device setup configuration and maintenance;
  
• Install configure and troubleshoot desktop and laptop devices;
  
• Manage device upgrades patches and updates to ensure compliance with company security policies;
  
• Install configure and troubleshoot printers and peripherals;
  
• Assist with network connectivity issues related to Wi-Fi and wired network problems;
  
• Assist with user account creation modification and deletion;
  
• Manage access permissions and security groups;
  
• Software management;
  
• Serve as the primary point of contact for end user IT support;
  
• Raise procurement requests for printers on behalf of the business;
  
• Provide Data Centre patching on a monthly basis and ad hoc where required in accordance with our vulnerability management policy;
  
• Support root cause analysis and problem resolution efforts;
  
• Develop and implement permanent fixes for complex technical issues in accordance with AirTrunk technical change management policy;
  
• Assess plan and implement changes to network and system infrastructure in accordance with AirTrunk technical change management policy;
  
• Collaborate with product principal to resolve complex issues;
  
• Perform routine maintenance tasks daily health check and firmware updates to prevent disruption to business operations; and
  
• Document and maintain technical information procedures and knowledge ensuring they are up to date;
  
• Provide on-site support when required or as requested by the VIP User;