Experience with providing network support for various clients located across the globe (hedge funds, private equity entities, asset management companies, law firms, pharmaceutical & healthcare companies…)
IT-NET SUPPORT services include troubleshooting and resolving complex network issues. Handling service requests for clients related to Cisco routing and switching infrastructure, Cisco Meraki and legacy wireless infrastructure, as well as Palo Alto , Cisco, and Fortinet firewalls
Collaborating with relevant teams, departments, or external parties to resolve problems that require specialized knowledge. Opening and escalating cases with Palo Alto, Cisco and other vendors, when required, in order for issues, bugs and vulnerabilities to be fixed asap. Troubleshooting issues involving ISPs.
Undertake network projects such as turning up a new client office infrastructure, setting up site to site VPNs on large scale and remote access VPNs, handling network refresh projects, etc., and strive to deliver within the deadline
Evaluating customer’s network and performing network vulnerability assessment and remediation
Preparing change scripts and performing changes on client network infrastructure
Focusing on customer satisfaction by addressing concerns promptly, providing excellent service and seeking feedback on the resolution process
Maintaining network configurations and documentation
Following strict procedures and SLAs
Handling escalated cases
IT-NET.SUPPORT