Network Support L1 and L3

Field IT Troubleshooting and Support L1 & L2• Provide comprehensive on-site support for diagnosing andtroubleshooting complex network issues, including in-depth analysisof connectivity problems, device failures, and cabling issues.• Lead incident response efforts for issues that fall within L1/L2capabilities, ensuring resolution or escalation to L3 team / End user support team) supportwhen necessary.• Collaborate with remote teams to conduct advanced troubleshootingand diagnostics, utilizing specialized tools and techniques foreffective problem resolution.• Handle the physical replacement or repair of network, AV, and printercomponents such as routers, switches, toner, and other hardwareand consumable supplies, ensuring minimal disruption to services.• Support platforms include:o Core Routing and Switching: ASR 9000 series, Catalyst6509, 6513, 4510, 9300, 9200, 3850, 3750, and 2960.o Industrial Switches: Cisco IE300 and IE4000 series.o Wireless Infrastructure: Including indoor and outdooraccess points.o Collaboration Solutions: Cisco Room Bar and CiscoNavigator, including Cisco RoomOSNote: Network L1 and L2 resources should have CCNA certification• Printers currently in the vendor-managed inventory located in customer premiseand will continueto operate under the existing printing services contract.• Printers’ toner and other consumables—excluding print paper—willbe stocked and maintained at the customer premise. Allnecessary licenses are in place, and the devices will connect to theprint server via IP, enabling centralized management.Printing support will follow the existing CUSTOMER model, provided on anon-call basis. The vendor will offer remote assistance or scheduledservice visits as needed. Minor issues will be handled in coordinationwith the on-site support team (Managed Services),while more complex issues will be escalated accordingly.• Processing user requests, such as software installations andhardware provisioning.• Providing user assistance through phone, email, remote desktoptools, or direct onsite visits.• Tracking IT hardware and software assets, ensuring accuratedocumentation and lifecycle monitoring in coordination with theCUSTOMER IT assets support team.• Handling user requests, including AV equipment setup, videoconferencing assistance, and event support coordination.3.2 Installation and Configuration• Conduct installation, configuration, setup, and disposal of ourapproved network and end-user devices, including laptops, desktops,workstations, printers, routers, switches, access points, and othernetworking hardware, as required.• Verify network layouts as per the design.• Perform basic network device configurations as guided by the L3team.• Support platforms include:o Core Routing and Switching: ASR 9000 series, Catalyst6509, 6513, 4510, 9300, 9200, 3850, 3750, and 2960.o Industrial Switches: Cisco IE300 and IE4000 series.o Wireless Infrastructure: Including indoor and outdooraccess points.o Collaboration Solutions: Cisco Room BarPreventive Maintenance & End-User Hardware MaintenanceSCOPE OF WORKL1 & L2 Field Services• Conduct performance monitoring and analysis of networking devices,cabling, and hardware at field locations to ensure optimal operation.• Follow predictive maintenance strategies to proactively identify andaddress potential issues before they impact network performance.• Perform firmware updates and software upgrades for networkdevices to maintain security and functionality, as required.• Follow preventive maintenance best practices and work permits andHSE procedures to enhance effectiveness and safe workingenvironment.• Conduct regular health checks, updates, and hardware diagnosticson end-user devices to ensure system stability and reduce downtime.• Performing routine inspections, testing, and servicing of AV systemsto ensure optimal performance and prevent future issues.• Replace printer spare parts, including toner, cartridges, and otherPerforming initial diagnostics for all end-user hardware issues,including laptops, desktops, and workstations (Windows, Linux, andmacOS).• Coordinating with CUSTOMER’s central IT support teams and relevantvendors (e.g., Dell ProSupport Plus, Zenith Care) for warranty-basedrepairs, part replacements, or on-site service requests.• Assisting with the shipment or delivery of devices to CUSTOMER forfurther assessment or repair, when required.• Adapt to any future updates to the hardware support model at CUSTOMERand continue to act as the primary point of coordination for all onsitesupport and hardware repair logistics.