Sta. Ana, Cagayan.

Job Overview:

On-Site Network Support Services

1.0 General Service Scope

  • Provide proactive first level support on network-related (WAN, wired/wireless LAN) service requests, issues and enhancements/project initiatives such as but not limited to network device configurations, deployments/ installations, decommissioning, troubleshooting, and preventive maintenance at Helios.
  • The Service Provider shall conduct preventive maintenance as required by IT Department.
  • Assist in network-related activities such as performing pre and post-implementation testing, hardware acceptance test, user acceptance test and preventive maintenance of network devices;
  • Monitor status of the network infrastructure using ISJ’s monitoring systems to maintain the availability and performance of network devices, services, and applications. Prepare reports such as periodic network performance monitoring including but not limited to evaluation of link utilization, response time, network device availability and utilization;
  • The On-Site personnel must have an in-depth knowledge in the operations and management of the Cisco Catalyst, DNAC and ISE solutions. They should be able to generate and provide analysis using the aforesaid solutions and aid in the troubleshooting of any incidents.
  • Coordinate with internal and external partners for service requests, incident escalations and resolutions. Network issues/outages should be immediately informed/escalated to Supervisors. Network outages includes LAN, WAN, IAS and other systems and services managed by the end user.
  • Prepare Incident Reports to document network outages, root cause, resolutions, duration, and other information deemed necessary. Escalate the issues to IT Department and Telecommunications Service Providers.
  • Monitor, track and report progress of incidents and ensure the required Service Level Agreement are met.

Perform network operation tasks such as but not limited to updating of IT Service Management ticketing systems, administration of network monitoring tools, network device/system inventory, network diagram updating/documentation, monthly report generation and other network-related operational tasks


Eligibility Requirements and Support Level

  • Must be at least a graduate of 4-year IT related course or degree program.
  • Must have obtained at least forty (40) hours technical training related to computer networking within the last three (3) years
  • Must have a minimum of one (1) year relevant work experience in providing first level network support for wired and/or wireless LAN
  • Must have background in Cisco Network Device configuration, , basic Fortinet and/or Check Point Firewall configuration and management, VMware ESXi and vCenter configuration and management, Network Monitoring (e.g. Zabbix) and other IT Service Management Tools, and Physical Troubleshooting of Network Devices
  • Must be trained and knowledgeable in the management and operations of the Cisco DNA Center and ISE solutions that will be deployed.
  • Must be a Cisco Certified Network Associate (CCNA).

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