â¢Implementation and support of local and wide area networks (LANS / WANS) and associated applications.
â¢Supports the customer by maintaining and improving the network infrastructure â Riverbed, F5 devices.
â¢Create and maintain network documentation as it relates to the standardize network topology, equipment, operational support and configuration.
â¢Follow standard operating procedures and applications for service, change, and incident management.
â¢Perform the assigned functions within an Operational Support Model by utilizing Network Monitoring Tools to maintain and report on the health, consumption and availability of the network via Metrics and KPIâs.
â¢Collaborate with Network Architecture team to develop a plan to lifecycle the Intuit Network incorporating Standardize Designs, Technical Roadmaps, Feature Matrices, Financial Requirements, Risk Matrix and Lifecycle status.
â¢Perform routine infrastructure testing and evaluations to identify challenges within our infrastructure and develop a plan to remediate them.
â¢Ensure configuration and feature consistency is maintained across the network infrastructure.
â¢Works with management to develop an education plan, which includes both technical and professional courses, and executes the plan in the time frame required
â¢Provides accurate and timely data (time reports, warranty verification, etc.) as required.
â¢General system troubleshooting. Utilized all available internal and vendor resources to identify and resolve issues within customer service level agreement and expectations.
â¢Track progress and resolutions of incidents in ticketing system with accuracy and well documented notes
â¢Knowledge management; create and / or update internal documentation.
â¢Responds to all calls and pages per current response guidelines / commitments.
â¢Provides on-call after-hours support to contracted clients.
â¢Resolves client satisfaction issues to the clientâs expectations, or escalates, if necessary, to management.
â¢Reports business opportunities to the proper internal resources.
â¢Maintain confidentiality of trade secrets, proprietary information, etc.
â¢Other duties as assigned.
â¢Conduct internal training and technical guidance to enhance operational staff proficiencies.