Onsite Network Engineer:
Qualifications
- Bachelor's Degree in Computer Science or related area
- 4 years' of experience with network administration, Racking,Stacking of Devices, basic troubleshooting of Cisco Switches, Firewall, Routers etc.
- Knowledge of IP networking fundamentals
Responsibilities
- Maintain, implement, and troubleshoot networks
- Design and support our network systems and infrastructure
- Configure and operate routers and switches
- Monitor network performance and make recommendations based on performance analysis
On-Site Troubleshooting & Resolution
Once the engineer arrives on-site, the following tasks must be executed systematically:
A. Physical Inspection & Basic Checks
✅ Visual Inspection
- Verify device power status (LED indicators).
- Check cabling for damage/loose connections.
- Validate rack stability and proper airflow.
✅ Connectivity Testing
- Use cable testers to validate Ethernet/fiber links.
- Reseat SFPs/transceivers if link flaps are detected.
- Confirm switch port status (shut/no shut if needed).
B. Hardware Replacement
🔧 Failed Device Swap
- Power down the faulty device (if safe) after confirmation with Client SME.
- Replace with pre-configured spare (if available).
- Document serial numbers in the ITSM ticket.
C. Coordination with Remote Teams
📞 Live Troubleshooting
- Establish a secure remote session (SSH/TeamViewer).
- Share console output with backend engineers.
- Implement configuration fixes as directed.
- Initiate Teams call and share screens
D. Post-Resolution Validation
✔ Functional Testing
- Ping tests, traceroutes, and throughput checks.
- Verify VLAN/access control for firewall rules.
- Obtain Infosys client sign-off before departure.
- Post-Support Steps
Step 6: Ticket Resolution & Closure
- If resolved, the engineer updates the ITSM ticket with:
- Actions taken
- Replaced components (if any)
- Client confirmation (ITSM Approval or email approval)
- If unresolved, a temporary workaround is implemented, and the ticket is escalated.
Step 7: Asset & Documentation Update
- Spare parts used are recorded in the ITSM asset inventory.
- Network diagrams & CMDB are updated if changes were made.