Administrator L1
Job Summary
- Provide L2 support for enterprise and mid-market client networks
- Troubleshoot and resolve incidents (P1P4) within SLAs
- Perform deep-dive troubleshooting on routing switching VPN and WAN issues
- Support 24x7 operations
Cisco (Primary): Routing & Switching VLANs STP OSPF BGP EIGRP ACLs NAT QoS
Juniper (Secondary): Junos OS SRX firewalls EX/QFX switching OSPF/BGP
VeloCloud SD-WAN (Tertiary): Edge provisioning monitoring overlay/underlay troubleshooting
- Manage incidents through resolution (ServiceNow preferred)
- Participate in Major Incident bridge calls
- Execute standard changes and assist implementations
- Follow ITIL v4 practices
- Communicate with customers during outages
- Coordinate with vendors (Cisco TAC Juniper JTAC VeloCloud support)
- Provide timely status updates
- Maintain diagrams SOPs and runbooks
- Contribute to Problem Management
- Recommend improvements for automation and monitoring
- 37 years in network operations or MSP environment
- Strong Cisco routing & switching experience
- Working knowledge of Juniper
- Basic SD-WAN (VeloCloud) experience
- Experience with ServiceNow or similar tools
- Understanding of TCP/IP DNS DHCP OSPF BGP VPNs
- Cisco CCNA / CCNP
- Juniper JNCIA / JNCIS
- VeloCloud SD-WAN certification
- Experience in MSP environments
- Strong troubleshooting and analytical mindset
- Ability to work under pressure
- Clear communication skills
- Team-oriented and mentoring capability
- SLA compliance and MTTR
- First-time resolution rate
- Ticket quality and documentation
- Customer satisfaction
- Reduction in repeat incidents
Areas of responsibility
Triaging and resolution of tickets-Assist in the initial triage and response of standard incident tickets (P5 and P4 tickets) along with its documentation and ensuring timely and accurate resolution as per defined procedures.
SLA Monitoring-Monitor alerts and SLA timelines for entire lifecycle of a standard ticket (P5 and P4 tickets) track open tickets for standard incidents and submit reports for review of SLA adherence status.
Required Experience:
Unclear Seniority
About Company
As a global leader, Wipro blends consulting and AI expertise across design, engineering and operations to accelerate business transformation and deliver future-ready technology.