Technical Support Executive

As a Network Management professional, you will be responsible for monitoring, configuring, and maintaining customer systems and networks. Your role will also involve providing technical support by troubleshooting and resolving customer issues, offering general assistance, and advice. You will track issues via a ticketing system, keep all parties updated on progress, take ownership of faults through to resolution, and ensure adherence to all customer SLAs. Your responsibilities will include escalating issues to internal teams and external suppliers as required and managing suppliers to ensure adequate support and adherence to SLAs, escalating when necessary. In this role, you will proactively manage systems by analyzing system activity/performance to identify potential problems and taking appropriate action or escalating as needed. You will contribute to continuous improvement by staying updated on new product information and process changes, as well as by developing new/updated documentation or software to enhance the knowledge base and tools. Generating clear and concise documentation, such as configuration records, Standard Operating Procedures, case notes, and technical tips, will be a key aspect of your responsibilities. Effective communication is crucial in this role as you will be the first interface towards customers. You must have familiarity with Linux/Unix systems and infrastructure management, proficiency in using Docker for containerization, strong Linux system administration skills, including server management, issue troubleshooting, and performance optimization, and proficiency in the use of the command-line interface. A strong knowledge and understanding of internet protocols and standards, as well as experience with Virtualization (VMware) and network connectivity troubleshooting, operations, and hardware, are essential skills required for this position. If you are passionate about providing excellent support in a dynamic environment, this Network Management role offers an opportunity to utilize your skills and contribute to the success of the team. Job Features: - Job Category: Support,