General Responsibilities
1. Network Monitoring: Continuously monitor network performance and integrity.
2. Troubleshooting: Identify and resolve network issues, including outages and performance bottlenecks.
3. Maintenance: Perform regular maintenance tasks to ensure network stability and efficiency.
4. Documentation: Maintain comprehensive documentation of network configurations, changes, and incidents.
5. Security: Implement and monitor network security measures to protect against unauthorized access and threats.
6. Collaboration: Work with other teams to resolve complex issues and improve network performance.
7. Upgrades: Plan and execute network upgrades and improvements.
8. Emergency Response: Respond to network emergencies and outages promptly to minimize downtime
L1 Support Responsibilities
1. Basic Troubleshooting: Handle initial troubleshooting of network issues.
2. Ticket Management: Create and manage support tickets, escalating issues as necessary.
3. Customer Interaction: Communicate with customers to gather information and provide updates.
4. Monitoring: Monitor network systems and alert higher-level support of potential issues