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Calix
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IT Support Analyst I

IT Support Analyst I

Calix

2 - 7 years

4 - 8 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

wireless career development ticketing dns customer service ccna cisco information technology technical support dhcp

Work Mode

Work from Office

Job Type

Full Time

Job Description

The primary responsibility for this role will be to assist the Information Technology department with all aspects of technology as it relates to Calix. This includes, but is not limited to, user support, hardware setup, maintenance, and service, with a focus on assisting with network operations and troubleshooting. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation be made to enable individuals with disabilities to perform the essential functions.

Responsibilities and Duties :

Provide a high level of customer service while supporting Calix team members in a fast-paced environment. Support includes, but is not limited to, laptops, mobile and data devices, cloud-based technologies

Maintain incoming incidents and service requests by managing service desk ticketing system and personal queues

Maintaining and troubleshooting of laptops, desktops, printers, mobile devices, etc.

Support a variety of operating systems, software, email, infrastructure, and cloud-based technologies

Hardware and software asset tracking and inventory management

Provide on-site technical support at special events , e.g., executive speeches, press conferences, etc.

Communicate and collaborate frequently with end users as well as with local, regional, and global support teams

Document and up NetOps related instructions and procedures as required

Process and troubleshoot NetOps related tickets; triage, troubleshoot, resolve tickets

Escalate incidents to level 3 NetOps support when required including all necessary incident related information

Qualifications :

Post-secondary education in Technology or equivalent experience

Minimum of 2 years experience in similar roles

Experience in working with teams

Experience troubleshooting Windows and MacOS, O365, cloud-based technologies

Basic understanding of the TCP/IP networking stack, familiarity with DNS, DHCP, IPv4, IPv6 and other TCP networking fundamentals

Experience in troubleshooting and resolving WiFi and wired network issues, including forwarding loops, packet loss, latency, IP address conflicts, 802.1x access control

Experience with the following vendors, Zscaler, Aruba Wireless, Palo Alto Firewalls, Cisco (Route / Switching / Firewalls) a plus but not required

Azure or AWS networking a plus but not required

Ability to diagnose problems and provide solutions and/or escalate to the appropriate expertise area

Basic skills in the following areas: hardware, software, cloud-based concepts and technologies, networking, and troubleshooting

Education, Certifications and Professional Licenses

Minimum 2-year degree or similar technical training and experience

CompTIA Core or Net+ Certifications a plus

CCNA qualification preferred

Key Competencies

Focus on excellent customer service and needs of the user community

Displays self-starting attitude, resourcefulness, and professionalism

Reliable and cooperative team player; displays consideration and respect for others

Displays tact, patience, and the ability to handle stressful situations

Ability to follow established procedures/standards

Demonstrates competence and character that inspires trust

Communicates effectively with the management groups and staff

Demonstrates strong ability to identify , analyze and solve problems

Able to respect all Calix information as personal and confidential

Focused on continuous learning to further IT knowledge and career development

Ability to work independently as well as in a team environment

Excellent oral and written English, clear communication

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Calix

Software Development

San Jose California

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IT Support Analyst I