Hardware & Network
a. Create incidents upon alert validation in the monitoring tool against the correct Configuration item (CI) with SOP's provided.
b. Perform SOP based changes e.g. Move Add Change Delete (MACD).
c. Understand different parameters used for monitoring and notify to resolution team responsible for resolution
a. Monitor & Perform health checks on VPN devices
b. Triage with respective teams to resolve issues related to Link and Authentication.
c. Troubleshoot VPN Client related issues: Certificates, Authentication, Internet issues, and browser issues.
d. Configuration respected to User creation and assignment to groups
a. Monitor Vital Parameters of the proxy: number of sessions, CPU, Memory, Connectivity issues: Link, Network Capacity, errors.
b. Triage: Perform Triage with Respective team to ensure resolution.
c. Troubleshoot end user related issues with Proxy: PAC File, Browser, Groups assignments and Bypass
a. Monitor Firewall Essentials : Logs generation, CPU, memory, error message: Interface or environmental parameters ( Temp, Power)
b. Triage with respective team to resolve issues.
c. Basic Troubleshooting: trace and escalate if any firewall is blocking ports.
d. Define : Different Categories of Firewall (Packet Filtering/ State full/ Application Firewall)
a. Monitoring of Pools/ Server Farms &Connection Status.
b. SOP based troubleshooting of Connectivity issues to the Virtual IP. Technical Skills
a. Network Components, Devices (F)
b. Virtual Private Network (VPN) connection Security (A)
c. Proxy (F)
d. Firewalls (F)
e. Network Load Balancing (A)
a. Email Communication, Presentation, Public Speaking(F)
b. Interpersonal Skills, Nurturing Relationships (A)
c. Customer Service Orientation, Business Appreciation (A)
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