SME - Network LAN/WAN

About the role

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring timely resolution of escalated incidents and tickets in the Data LAN/WAN area. This position is pivotal in maintaining quality compliance with service level agreements (SLAs) while fostering positive customer satisfaction through effective communication and in-depth analysis.

What you'll do

• Ensure Timely Resolution And Quality Compliance Of Escalated Tickets By Analyzing Lan/Wan Incidents According To Slas, Leading To Improved Customer Satisfaction
• Mentor Team Members On Lan/Wan Protocols And Best Practices, Prepare Standard Operating Procedures (Sops)
• Validate Change Order Implementation Plans By Assessing Compliance With Human Error Protocols And Actively Participate In Capacity Planning For Lan/Wan Resources
• Facilitate Positive Customer Feedback By Participating In Meetings To Gather Insights On Challenges Faced And Provide Actionable Solutions
• Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis To Generate Reports That Support Performance Improvements And Present Findings To Key…

What you need

• Root cause analysis
• SOP writing
• Communication

Good to have

• ITIL
• CCNA