IT Support Analyst

Position: IT Support Analyst I
Location: Bengaluru

The primary responsibility for this role will be to assist the Information Technology department with all aspects of technology as it relates to Calix.  This includes, but is not limited to, user support, hardware setup, maintenance, and service, with a focus on assisting with network operations and troubleshooting.  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 

The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Responsibilities and Duties:

Provide a high level of customer service while supporting Calix team members in a fast-paced environment.  Support includes, but is not limited to, laptops, mobile and data devices, cloud-based technologies
Maintain incoming incidents and service requests by managing service desk ticketing system and personal queues
Maintaining and troubleshooting of laptops, desktops, printers, mobile devices, etc.
Support a variety of operating systems, software, email, infrastructure, and cloud-based technologies
Hardware and software asset tracking and inventory management
Provide on-site technical support at special events, e.g., executive speeches, press conferences, etc.
Communicate and collaborate frequently with end users as well as with local, regional, and global support teams
Document and update Net Ops related instructions and procedures as required
Process and troubleshoot Net Ops related tickets; triage, troubleshoot, resolve tickets
Escalate incidents to level 3 Net Ops support when required including all necessary incident related information

Qualifications:

Post-secondary education in Technology or equivalent experience
Minimum of 2 years' experience in similar roles
Experience in working with teams
Experience troubleshooting Windows and MacOS, O365, cloud-based technologies
Basic understanding of the TCP/IP networking stack, familiarity with DNS, DHCP, IPv4, IPv6 and other TCP networking fundamentals
Experience in troubleshooting and resolving WiFi and wired network issues, including forwarding loops, packet loss, latency, IP address conflicts, 802.1x access control

Experience with the following vendors, Zscaler, Aruba Wireless, Palo Alto Firewalls, Cisco (Route / Switching / Firewalls) a plus but not required
Azure or AWS networking a plus but not required
Ability to diagnose problems and provide solutions and/or escalate to the appropriate expertise area
Basic skills in the following areas: hardware, software, cloud-based concepts and technologies, networking, and troubleshooting

Education, Certifications and Professional Licenses

Minimum 2-year degree or similar technical training and experience
CompTIA Core or Net+ Certifications a plus
CCNA qualification preferred

Key Competencies

Focus on excellent customer service and needs of the user community
Displays self-starting attitude, resourcefulness, and professionalism
Reliable and cooperative team player; displays consideration and respect for others
Displays tact, patience, and the ability to handle stressful situations
Ability to follow established procedures/standards
Demonstrates competence and character that inspires trust
Communicates effectively with the management groups and staff
Demonstrates strong ability to identify, analyze and solve problems
Able to respect all Calix information as personal and confidential
Focused on continuous learning to further IT knowledge and career development
Ability to work independently as well as in a team environment
Excellent oral and written English, clear communication