Noida, Uttar Pradesh
Job Summary
This role is responsible for delivering reliable support and administration of Microsoft Windows environments and Cisco Unified Wireless Networking systems. The individual ensures high availability, swift incident resolution, and maintains system integrity, directly contributing to user satisfaction and operational excellence.
Key Responsibilities
1. Independently resolve incidents and service requests related to Microsoft Windows operating systems and Cisco Unified Wireless Networking, ensuring adherence to SLAs.
2. Perform root cause analysis using Windows administrative tools and Cisco wireless controllers, implementing corrective actions to prevent recurrence.
3. Provide on-call support for escalated tickets within the team, utilizing troubleshooting techniques in Windows Event Viewer, Active Directory, and Cisco Prime Infrastructure.
4. Maintain and update knowledge base articles for Windows and Cisco wireless issues to drive continuous improvement and enable team learning.
5. Support onboarding and technical coaching of new team members by sharing best practices for Windows and Cisco wireless administration.
6. Ensure compliance with company policies, quality standards, and relevant regulatory requirements in all operational activities.
7. Contribute to high customer satisfaction by achieving first call resolution and minimizing ticket reopens through effective issue handling.
Skill Requirements
1. Solid proficiency in Microsoft Windows server and desktop administration, including Active Directory, Group Policy, and PowerShell.
2. Solid understanding of Cisco Unified Wireless Networking concepts, including configuration and management of access points, controllers, and wireless security.
3. Experience with troubleshooting tools such as Windows Event Viewer, Cisco Prime Infrastructure, and relevant diagnostic utilities.
4. Solid knowledge of ITILbased incident, problem, and change management processes.
5. Ability to document technical solutions and contribute to knowledge management systems.
Other Requirements
1. Microsoft Certified: Windows Server Fundamentals (optional but valuable)
2. Cisco Certified Network Associate (CCNA) Wireless (optional but valuable)
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