ADMINISTRATOR L1

Job Description Network Operations & Support - Provide L2 support for enterprise and mid-market client networks - Troubleshoot and resolve incidents (P1–P4) within SLAs - Perform deep-dive troubleshooting on routing, switching, VPN, and WAN issues - Support 24x7 operations Technology Focus Cisco (Primary): Routing & Switching, VLANs, STP, OSPF, BGP, EIGRP, ACLs, NAT, Qo S Juniper (Secondary): Junos OS, SRX firewalls, EX/QFX switching, OSPF/BGP Velo Cloud SD-WAN (Tertiary): Edge provisioning, monitoring, overlay/underlay troubleshooting Incident & Change Management - Manage incidents through resolution (ServiceNow preferred) - Participate in Major Incident bridge calls - Execute standard changes and assist implementations - Follow ITIL v4 practices Customer & Vendor Interaction - Communicate with customers during outages - Coordinate with vendors (Cisco TAC, Juniper JTAC, Velo Cloud support) - Provide timely status updates Documentation & Continuous Improvement - Maintain diagrams, SOPs, and runbooks - Contribute to Problem Management - Recommend improvements for automation and monitoring Required Qualifications - 3–7+ years in network operations or MSP environment - Strong Cisco routing & switching experience - Working knowledge of Juniper - Basic SD-WAN (Velo Cloud) experience - Experience with ServiceNow or similar tools - Understanding of TCP/IP, DNS, DHCP, OSPF, BGP, VPNs Preferred Qualifications - Cisco CCNA / CCNP - Juniper JNCIA / JNCIS - Velo Cloud SD-WAN certification - Experience in MSP environments Soft Skills - Strong troubleshooting and analytical mindset - Ability to work under pressure - Clear communication skills - Team-oriented and mentoring capability KPIs - 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.